Don't buy Metropolitan

I have been trying to contact the funeral department re my mother-in-law's policy but have not received any help anywhere. Via phone or the chat bot just says they cannot get hold of me or mother and when you speak to somebody they say they will call back. Bulldust as this is now over 3 weeks waiting. I feel like that when she passes am I going to have the same ****. If anyone knows how I can transfer this policy to another institute I would appreciate it