Poor service

My family submit a Funeral claim on 15 September 2021. Still, the claim has not been paid. Every time we call we hold for 30 minutes due to the high volume of calls, No one ever calls us back. I sent an email on 22 September to '***' but there was no response. I called them today on the 23 September after holding for a long time I spoke to Dolly. She informed me that she has escalated the matter to her team leader and she will call us back but when I asked her for the email address for the complaints department she suddenly could not hear me and gave me an incomplete email address. No attempt was made to call me back.