Is your funeral cover a ****

I'm so disappointed on this so called Monarch insurance of Lewis stores, since my dad had an account with them upon opening the credit he refused to take the funeral cover but they said they won't approve his credit if he doesn't agree to take it, now my dad is no more we want to no about the claims but their phone is always say please hold for more than 5 hours every day is this some kind of ****. I am so angry right cause they'll call me left right and center every month yet now we can't reach them