4 months unpaid Claim

My brother died 25th May 2020 we went to metropolitan at Maponya mall and provided all the necessary documents but stil the claim was not processed its been (4)months now all the time I go there the Consultants are not willing to listen to the questions I have I have submitted documents 3 times but there is no communication on the process of the claim Hello Peter please assist because my grandmother was covered in the same policy aswell she passed on last week so will they be able to pay us to bury our grandmother as they failing to process the claim for my brother, I'm so hurt and disappointed that as a family we had to go borrow money for the burial because metropolitan is refusing to pay us I dont understand why you treating your clients like this my mother has had the policy with you for years and there are stil people left in that policy my question is Why are you doing this to us