DISGUSTED AT NON PAYMENT OF FUNERAL BENEFIT AFTER LOVED ONE IS LAID TO REST

My Dad, the Policy Holder of a Metropolitan Funeral Funder, taken out in 03/2002 has passed on Saturday, 13th October due to natural causes . My Mom went into the Metropolitan Life Branch in Town Centre, Mitchells Plain , Cape Town on Tuesday morning 16/10 after obtaining the Death Certificate from the Undertaker. My Mom was given the necessary claim forms to be completed and was asked to open a bank account for the burial pay-out to be paid over to her. My Mom then immediately went back to the bank, opened an account and then went back to Metropolitan Life again on Wednesday 17/10. A gentleman by the name of Johan Arendse took all her paperwork and advised that there was no outstanding documentation after they received her banking details. Johan advised that the pay-out will be done within 48 hours of submitting the claim form and supporting documentation. He also advised that the policy holder, being my Dad and having passed on, the policy would be now be "PAID UP" and that my Mom would not have to pay any further premiums. My Dad, Patrick Ryan was laid to rest on Friday 19/10, all arrangements have already been made, bill’s were STILL to be paid... Up until Sunday 21/10, my Mother had still not received any notification of payments made to her account and decided to go and check her account again to be certain that no payments had been made. She had the confirmation that nothing has been paid into her account. Again, she went into the Bank on Monday, 22/10, to confirm if there were any pending payments made to her account. Again, to her dismay, STILL nothing had been paid, a week had passed, and not even a courtesy call from Metropolitan. I took my Mom into Metropolitan Life, and we dealt with a consultant by the name of Elaine at the Mitchells Plain Metropolitan Life outlet in Town Centre, who did not know what she was talking about. She advised that when my Dad turned 65, six years ago, a new policy was to be made, and no further payments were necessary after he reached that aged. My Dad passed on at the age of 71 , my Mom was advised that she would get back 6 years premiums PLUS the burial pay-out. She had the audacity to say that she couldn't not finalise the claim due to this issue. Not even a courtesy call to advise that there was an issue was made. Obviously as anyone would be, I was furious and made a scene at the office. She kept making excuses as to why the payment was not made, when in fact there was NO reason why my Mom should not have been paid out. I told her that we were not leaving until we had clarification as to when my Mom would receive a pay-out and exactly what amount my Mom would receive. Elaine advised that the pay-out would be the Burial pay-out PLUS the 6 years premiums, that the payment would be authorised the next day. We demanded confirmation or a courtesy call and Elaine advised that My Mom and I would receive a call from her Tuesday 23/10 lunchtime. Monday afternoon 22/10 , Elaine called me and advised that she made a mistake and that my Mom was not getting any refund for the 6 years that she and my late father overpaid on their policy, and that she would just receive the burial pay-out. Seriously, is this the disgusting kind of service that is rendered to people when they are at their most vunerable? After years of paying a burial that is of no use to one at the time that they need it most? Loosing a loved one is Traumatic as it is, and still having to deal with useless staff who cannot even advise the facts is pathetic to say the least!!!!!! From giving us the family that is left behind, the run around, to having to make loans, to get my Dad to his resting place is degrading, and unacceptable to say the least…its inhumane! My Mom, STILL awaits confirmation of what she will be paid for.