Still havent been paid for my dads funeral

I have reported before about a pay out and document after document required even toda no feed back from them when I called on Thursday I was advised that they cannot get hold of the my dads doctor in hospital meaning every thing is on hold till he comes back in yh first place I want to understand why is it when people need to pay for what u have been paying for years. The question that I always ask them is this my dad passed on the 9th of July today ots the 26 of August if I was only depending on them will my dads body still be in the matuary waiting for there assasment from their claims department? This insurance company is wripping of poor people like me if I knew this was it I wouldn't even have recommended them to friend and family. No one calls no feed back bad experience