Bad service by metropolitan life

I had a very bad experience with this insurance company,was claiming my late mom's retirement policy in germiston branch by a lady by name of grace ,we submitted every documents as requested,the only thing that was left was tax number, we then asked for her business card that as soon as we get the tax number I will text her,i didn't as we agreed but when we try to do follow ups ,she was not picking up the her cellphone and office number,and she was not returning the missed calls,I then called her using my office number she answered and she said it been long we should have made follow up long time ago ,of which we did she was not responding, my siblings decided to go to her office and she said the policy was paid out already but to who no body knows and she said the retirement money was amount less than R100.00