claiming problem

Hi im hayley jantjies im one of metropolitan clients had a policy for my late uncle who passed away on the 07 of february 2018 i went yesterday to put in the claim coz the funeral is this coming weekend when i got there they help me by fill in forms but then they gave me n certificate of medical attendant form witch must be filled in by the doctor so i did brng the form back doctor complete it i send it back to them and they did not respond back by saying the claim is in process and we are only two members who got policy so we have to arrange the funeral but without money we cant and the waiting period for the policy was 3 months so iv paid five premies i want u to please find out what is the hold up the policy nmber is ********** ********** it was for julie lottering of which i was the premium payer and beneficiary