Dissapointed

My mother passed away and she was having a Jet account and in that account she was paying a funeral plan underwritten by Metropolitan. On the 23/07/2021 I went to metropolitan at Queenstown and they send me back to Jet to get 5 months account statement that show she was paying and Jet gave me those statements and those statements it shows that my mother was paying R114 for that funeral plan and I submitted to metropolitan the same day with all the requested documents . I never received even SMS saying we have received your claim since then. I email metropolitan to complain about the claim and they email me back saying they can't help me with the complain they are dealing with their client. I was confused if my mother was not their client why did they allow me to make a claim to them. I phoned Metropolitan several times but they keep on transferring the call till you reach a line where they just dropped my calls.