Claim not paid

Metropolitan life on the 16 of November 2021,I submitted a claim for a policy i have been paying for more than 10 years they told me they needed to go to the police station to state that this is my biological Mother who had pass because our surnames are not the same and i did. I have even provided them with my parent's marriage certificate,my clinic cards as a child,my baptism certificate and still No Payout on the December 1, 2021. They are giving me a run around making me hold for 20 minutes whenever i call to enquire. I would never recommend this Company to anyone because I have a pocily that could not even help me when i needed it most. They still continue to deduct premiums even though my mother is No more.Metropolitan please pay me out .