Can Metropolital staff member do their work properly

I would like to share my bad experiance with metropolitan life. I had lodged a claim i march if im not mistaken , the claim has not been finalised till to date , when i call in they say they are waiting for clinical records for my husband yet i had sumbitted everything to them and i kept on explaining that my husband was never admitted to the hospital but still they wan information that is not there Its is so painful what they are doing because they try by all means to find a loop hole so that they wont pay yet they were debiting every month The call centre agents just say they are escalating the matter everyday when i complain to them