PPS life claims pathetic

Absolutely pathetic service! My client died last year November, firstly it took PPS almost 3 weeks to pay out the "immediate needs" benefit, which is supposed to pay out within 48 hours after receiving the necessary documents. Now for the main claim of his life insurance, PPS is simply not responding to emails, doesn't matter which of their many email addresses you use... Also calling them does not help, someone picks up and there's just white noise on the other side. I've tried there international line, local number and some direct numbers I've came across. Only response you get is the automatic response from the emails - "We kindly request your understanding in these unprecedented times. You will receive a further update within the next 10 business " - some of these emails are over 3 months old, no one responds! My client left 12 year old boy behind, in desperate need of the funds his father left, and this is the "service" you get!!!