Funeral claim not paid

I have funeral plan with metropolitan for overy 20 years then a year and half I took additional funeral policy with them over the phone to cover my nieces on 25 September 2018 one of my niece passed away 27 September 2018 I Went to Metropolitan at Anton Lembede st Durban to do my claim helped by the lady name Ella she put me on the phone and told me that this type of claim is done over the phone by a moment then I spoke to the call center consultant a sking questions. and I was told that it will b processed I checked my account Friday nothing went to the bank Saterday morning nothingin my bank account tried to call them but I was holding for too long on the phone funeral, took place Sunday 30TH nobody bothered to call me and tell me what was happening with my claim

Monday morning 01 October 2018 I called them again I was told that my claim is pending for investigations there are some irregularities in my ciaim the parlour and the doctor. Momentum is not happy with the doctor the parlour is using and the contact number for the doctor they are not happy they not paying I asked them why my policy was with momentum I never request to take my policy with momentum I took with metropolitan I was told if u took over the phone it's momentum nobody advised or asked me if I want momentum all the callcenter consultant I talked to were very rude not answering my question momentum nor metropolitan never listed the parlour s they don't work with they never mentioned any doctors they don't approved on their documents I went back to metropolitan in Anton Lembede durban Ella was making her way out I told her what happened she said she will put me to the phone metropolitan will not handle that query it's got nothing to do with them it's momentum if momentum is not happy with my parlor they can't help me because I'm the one took the policy over the phone I should have come to their office not taking policy over phone I asked to speak to the manager the other lady who was releaving Ella told me that Keketso the manager won't help me I must sort it out with momentum myself momentum it's got nothing to do with metropolitan Ella came back and i asked her why because my cousin submited same claim old with othrt insurance she said mayb my parlour has been bla listedc by metropolitan and momentan then she will put me with Z welile Dlamini forensic who will explain to me but of which I never get help from that Z well Dlamini he told to wait until Friday he will check Metropolitan is misleading people and have very unprofessional and unhelpful consultants u deal with I never chose the doctor who was checking the body at the parlor parlor chose their own doctor am just a client who was looking for help Iam Very very upset and angry Policy no FF ********** 92 Miss N Khumalo