Unpleasant treatment on a senior citizen

My grandmother has been paying the Woolworths funeral policy over a very long time... Last year june my grandfather passed away who she was paying for as well, she went to go claim but till today Woolworths hasnt paid her anything. Its disgusting how they would treat a senior citizen in such a manner, she has been wasting transport money going to the store to find out what has been happening with the pay out but shes always given a run around which is completely unaccessible