Delaysin payment of partial withdrawal

I have been with Metropolitan for the past 18 years at the beginning I had problems with how slow they process funeral claims but over the years that improved. I however have a problem with how they deal with the issue of partial withdrawal claims. It seems one has to constantly make follow ups in order to get the outcome. I submitted my partial withdrawal claim on the 7th of December 2020 and I was only informed 8 days later that the money I was asking for was not available, after sending numerous emails. When I probed further to seek clarity on how much was available there was no response. A further email was written to no avail. I ended up phoning the company and I was assisted by a consultant who then informed me of the amount available and informed me that the forms that I was using were incorrect forms, something that was not even communicated to me. I then resubmitted the forms on the 15th and ever since I have been trying to get some information whether the forms were received in good order or when the payment will be effected since I have already waited a week before my claim was rejected. Nobody is coming back to me. I don't know whether they on holiday or what, but can I get somebody to assist me because this partial withdrawal would not have been done if there was no urgent need for money. So it is important that as clients we are treated with compassion. My premiums are paid on a monthly basis without default and I really expect that in my time of need I should be treated as a loyal client that I am.