Still NO RESPONSE for a Death Benefit Claim! Shocking service!

My father passed away on 24 May 2019 I phoned the call centre on 1 June 2019 to submit a death benefit claim. There was an issue but the call centre agent captured all details and said he will submit my info to the claims department whom will contact me directly in the next week.. I never heard back and again called the Unlimited. They said that Wednesdays are their busiest days and its end of the month so i should be patient and that the Claims Department will contact me. However I have continuously been sending follow up emails and have still not had a response. My dad has left behind 4 children and has paid his policies religiously for more than 4 years! The service is disgusting that now when I try to submit a claim - i get absolutely NO response unless i call in just to be given the same generic answer that the claims department will contact me! This is totally unacceptable especially in these trying circumstances! Please Help!