Disgusted by the service

I am very disappointed with Metropolitan, when I joined a funeral cover in January 2018 I was never told that they will be investigations if anyone dies just after the waiting period. My dad passed away on the 12th of August 2018 and I submitted all the documents to Metropolitan on the 13th no one called me or confirmed receipt of my documents, I called on Wednesday the 15th just to follow up and I was told that they will get back to me before end of the day which never happened. On Friday the 17th a day before my dad's funeral I received a call from an Investigator he was asking me questions like how my dad died and where am I, I told him we having a service and he asked to go to the room where the service was taking place so he can hear people singing, I had to wait there until they started singing. He then called every member of my family. I was very hurt by this, In times like this we needed all the support we could get not to be investigated.