Poor quality from Prosperity Funeral advisors

The Service of Prosperity Funeral advisors is extremely poor as I had submitted a claim on the 17th February and till to date my claim has not been processed and I have been taken from Pillar to post. And had to incur financial implications due to my claim not being paid out. What is the reason of having a policy if when indeed they are no where? I am still in pain and hurt by their non existence assistance and I want my claim to be processed as all documents where submitted on time.