Cash bonus payment not received

Hi I have been with metropolitan life for ages but the services when coming to cash bonuses is pathetic , I have been waiting on my cash bonus for a while now for a funeral policy I have had for 9 years or more and when ever I enquire I am told that the head office in johannesburg are responsible for informing me on how much I am entitled to as the lady that attended to me at the branch could not determine that and also she could not tell me when will I get the payout till today, I am still waiting,I have 5 policies with the company and 2 of those are funeral policies, the policy number is *** and I have never missed any payment nor claimed ever since the commencement of the policy so I do not understand why they are delaying.