Dissapointing service, rather lack thereof

I chose to them because its a well known brand thinking that should anything happen they will be there for me and/or my loved ones should anyone pass away. However i have realized that i made a big mistake. My cousin passed away last week wensday. It took 2 days to get all the documents needed, sent them through and was told the claim would be processed in 24hours. I sent the docs on sunday hoping that within 24hrs everything would be good. Today is thursday and they have not bothered to call me or send me an email acknowledging receipt of the documents. And niw 24hrs has lapsed and still no call/email or money. We are burying my cousin today and i had to borrow money to cover the funeral costs. I am dissapointed, metropolitan life has dissapointed me. Im lost for words. Shocking!