Death claim

I reported a death claim on the 4th of April and buried my loved one on the 9th without receiving a payout or a courtesy call from Metropolitan. I had to make loans do that i csn be able to bury my loved one. I made 3 follow ups with my insurer and was told they will escalate the matter and that was last week Thursday. I called them again today and i was told the same thinh they told me on Thursday that they will escalate the matter. I was inconvenienced frustrated andi am dissapointed in the kind of service i received from Metropolitan.. Who will be liable to pay for the interest on the loans that i had to make my airtime that I had to use. This was so cruel and insensitive. FM