Complaint against Assupol

I have a funeral policy with Assupol for years. My husband recently passed away. I summitted a death claim in the beginning of February 2023. When I phoned to find out what is going on, I was informed they needed more paperwork. I summitted the other paperwork. I have lodged two complaints as I don't get feedback and the claim still has not been paid out - needless to say, my monthly payments to the company is deducted every month, but I get no satisfaction from their side. Their website promises clients that the Money will be paid out without 24 hours. I totally disagree!! They are beyond useless! No-ome has the common decency to even pick up the phone and explain what the problem is. I just get told that the query will be escalated to the relevant section.