Disgusting Service Metropolitan Life

My father passed away on the 3rd of April. I contacted Metropolitan Life on the afternoon of the 3rd to start the claims process as he was a valid holder of a funeral policy that was fully paid up. After running around and arranging all the relevant documentation it was e mailed to them on the morning of the 9th of April. I later confirmed if they had received the documentation only to be told that they had not although I have a read receipt of e mail on my system. Benefit of the doubt, I mailed it again on the morning of the 10th of April. I have contacted the call centre on numerous occasions only to be put on hold in excess of 15 minutes. One of the consultants gave me a phone number in JHB to call but that also proved to be a waste of time. All I want is feedback from someone within the organization to tell me that the claim is in process, and when the pay out date will be. In the meantime my 79 year old Mother has paid all the funeral costs out of her pocket. I managed to get hold of a supposed team leader at the call centre but as soon as I started to explain my predicament the phone miraculously went dead. Seriously Metropolitan Life your call centre and your consultants are not up to standard and I shudder at the prospect of having to deal with you again in the future.