bad service

My dad had a policy with Metropolitan since 1998, he retired in 2015 a Metro Politan Consultant who advised both my parents now that my dad retired and over 65 they'll both be covered automatically and they will only remove us their children who were covered .

Years later my dad passed on the 29th of December 2020 and my mom on the 4th of February 2021 , i called them to claim but the contact centre told me they was no record found yet i have the policy number and the policy document.

I went Momentum/Metropolitan branch and they told me the same thing but he were puzzled by the fact that I had the Policy document handy.

No one is willing to help at Metropolitan and even thinking of reporting the matter to an insurance ombudsman.