Getting sick of empty promises

I am waiting for my mom's claim which they said is underwritten by metropolitan so I should go and claim with them. When I got to metropolitan they told me that they are not fami**** with edcon claims. No one seemed to know anything. When I call edcon the call ring forever when they transfer me to the department they say is "responsible". I wonder what is really happening with these things. My mom's account was always up to date and she never missed a payment. I made sure of that because I was the one who paid for her if she thought her budget was a bit tight... I'm very disappointed.the sad part is no one ever bother to update you about a claim. It makes me wonder if these things are reliable...