Funeral cover claim

Good day

I'm very much appalled and disgusted with the service I've received from Metropolitan Life. Reading the reviews right now, I understand. Everyone is complaining about the same thing and it doesn't look like they have improved their services

My sister has a funeral cover with metropolitan. It's been seven days now and no response whatsoever. Why would it take so long to respond to a mere funeral cover? I pity the people who have Life policies with you guys as it seems you have no empathy whatsoever with families who are in despair of losing their loved ones. You should be trying your utmost best to make the process as seamless as possible.

I called your call center last week Wednesday and spoke to a gentleman by the name of Tshireletso Setsetse. He sent me the claim form and the documents required which I sent back the very same day. No response was received on whether the documents were received or not, or whether there are documents still outstanding. I called back last week Friday and spoke to a guy named David who said Tshireletso will call me back as he was busy on another call. Till to date I have not received a call.

Tuesday i sent your complaints department a complaint via your website. I received a forwarded message which I was CC'd on from Anathi Qobo claims assessor, asking the same department that has responded to respond. My question is since Anathi works for Metropolitan, couldnt she check for the claim as she is a claim assessor and respond to me and send the said department the email without including the client?

How long does it take for you guys to process a mere funeral claim? What's your turnaround time as most funeral claims are completed within 48 hours in the industry.