Claim metropolitan

With the passing of my mother in law on 15 oct we only could process the claims on 19 th . Upon her death we decided to have the funeral on 23rd which will give us 48hrs for claim payouts. I used my credit card facility to pay undertaker immediately as his personal account is with same bank as I am and his business acc different bank. Due to alot of other unforeseen costs we need to cover we depended on claims being paid out on time to cover those costs. My wife claim was paid out on the 22nd the afternoon before the funeral which had us stressed out. The other claim of R10000 that I am the benificiary on has ever since been paidout. After various calls and going to the walkin centre and all documents sent including sending CK documents to state the owner of the funeral parlour. No feedback was given to anyone and no calls was given to me. Once the consultant ask us they need to speak to the deceased and how is my wife related to the deceased they dont have the same surname