DISAPPOINTING SLOW SERVICE

This is for their Funeral policies division. So my mother had a policy with them for a few years. She passed away, we claimed for her, paid out, no problem. The problem started when we wanted to make my father the man member now. I emailed the necessary documents, and followed it up with a call. During that call, I find out my mother covered my grandmother but never claimed when she passed away. Consultant tells me to forward her death Certificate so they can escalate it to claims dept. 2/3 weeks later I send the death certificate as requested, then follow up with a call to confirm receipt and to enquire if the policy has been changed to being my father's name. Boom, consultant tells me the policy has been closed and a new one opened effective 01/07/24. I explain and hope they will resolve it, a week later I notice no debit order for the said policy, I call to find out, still not resolved, policy closed without our consent, claim not processed since they have no information of people covered. Followed up with an email, still no response. My mother passed away on 11/06/2024, we requested the change 2 weeks after, still now no way forward. Wat do I have to do to get these two issues sorted?