Funeral Cover Claim not responded to

A funeral cover clain was submitted on the 16th March 2015, on Account number ***. since then, no response have been recieved and all their telephone numbers are busy or there is no answer. Messages have been left on the following telephone numbers ***. up until today, no one has called back and no feedback or payment has been received for the claim. I would like to ask the store, why do they continue to sell and deduct money from their customer, knowing very well that they will not be able to deliver on time. People take up these policies in order for the money to assist on the preparations for their burial. I just fail to understand, when it takes up to a month for the money to be paid back to the beneficiary.