Funeral Policy Claim - Not fulfilled.

Everyone's greatest fear is losing a loved one especially someone close to you. My father passed on the 23rd December and it is a bad time of the year. We reported to Metropolitan Middelburg branch on the 27th and they assisted us with info on everything they require to process the claim and said once we give them everything they pay within 48 hours. We only managed to give them everything on the 2nd of January and then they said the payment will be not later than the 4th of January. On the 5th we still haven't received payment thinking payment is from another bank so it will take a day ot two to clear. Monday 8th of January I drove to your offices in Middelburg and asked what is the problem then the lady tried for more than an hour on the phone to assist but with no success. I got the contact details from her and phone the Metropolitan Home Service Department and eventually after 1hr40min I was able to speak to someone. The system showed everything and I was told that Middelburg branch should have processed the claim. I was then asked for my bank statement and the funeral home invoice seeing that I had already paid for the funeral services. I emailed it to them together with a request that someone in a senior position must phone me back because why didn't the original consultant assisting us told us about the invoice and bank statement they require. Tuesday the 9th I phoned again and after 35min I got to speak to a consultant and she said everything is on the system and must just be processed. Wednesday the 10th I managed to speak to them again to hear what the progress and the consultant said it must still be processed so I requested I need them to call me so she took my cellphone number and will convey the message. Thursday the 11th it took 1hr17min to get to speak to a consultant and he was very helpful and after repeating my story again he said he will send an email to the manager and claims assessor with my contact details and a message to contact me. Today Friday the 12th I phoned shortly after 8am an managed to speak to a consultant within 20min and I repeated the whole story again and yet again she said she will get to call me. After 12 I phoned again and spoke to a lady at the Home Services Department and then she said the manager is on leave how can she help so I repeated everything again the she said did I submit a copy of the policy booklet to them then I said that the Middelburg branch had it in their hands why didn't they make a copy if they needed it then all the other consultants I spoke to said numerous times they got all the documents so what is going on then she said she can't help because the system is down the whole morning. Metropolitan I must honestly say you guys know how to make a painful period in someone's life after losing a loved one a TOTAL NIGHTMARE. I really can't understand how you can tell people that you will process a claim within 48hrs but 9 days later not one of your representatives could phone and even try to explain. I "hope" to hear from you eventually. Please go listen to all your recordings that you claim you use for quality purposes and start using it to deliver your promises to the people contributing to your salaries every month.