Very disappointed about the handling of my funeral claim

On 27/12/25 claim submitted all the necessary documents and didn't get any references number On 31/12/25 at 09:29 and 15:54 called n was told they are busy with the claim n assessor will be sent an email to fast track the claim. 02/01/26 called at the branch n was told the same thing. 05/01/26 called n got the same story again. 05/01/26 called the complaints department and was told someone will contact me and also emailed them but till today nobody has ever contacted me in any form .. So disappointed as I have to refund people's money who pay for the funeral