Funeral policy not paid by Prosper Funeral Solutions

I have a policy with Prosper Funeral Solutions for the past 5 years. My policy is up to date, however I made a claim on the 28th July for my brother's funeral, till to date, I haven't received the payout. I had to make a loan to cover my brother's funeral expenses. I've sent them numerous emails and dont even bother responding. I wouldn't recommended them, especially in your time of need. I'm really disappointed and I hope they will send my money to settle my debt. Alice Madida