NO assistance - pass you to another person

My husband's car is fitted with a tracker device. I phoned tracker to find out if the account is up to date as my husband passed away on 06 September 2024. Gershwin informs me to send a copy of the death certificate, Id and an email to ***. Two days later I follow-up, to be told the email address I used is a huge address and I am not going to be assisted using that email address. So, is this like sending emails into a black hole and it never gets checked? I told this person I will be driving the vehicle and I need to confirm that the vehicle is still covered. Then he informed me to send death certificate and Id to ***. Got a reply, no this is just a change of ownership and I need to send everything to *** and if I do not change ownership within 5 days the contract on my late husband's account will be cancelled. I emailed everything to *** and had no reply. They don't want to work and just pass you to another department. i am trying to find out from my insurance whether tracker is their preferred tracking system as I am thinking of cancelling this pathetic service and go elsewhere.