Claiming for a life cover and investment

My mother has claimed for a life cover policy for her father she has with Metropolitan in January this year but she was told that she doesn't have a life cover policy with them only an investment policy. In March this year she went to their offices in Polokwane and that's when they realized that she does have a life cover policy with them but since then she never got any response about the claim. She later decided to also claim for the investment she has with Metropolitan about a month ago and she hasn't got any positive response about that as well. Metropolitan's services are very disappointing. All they do is to ask a lot of unnecessary questions even when you tell them exactly what you want them to help you with.