Funeral policy not paid due to slack service

I have been in touch with Metropolitan Life since February this year about a small Funeral Policy pay out for an estate of which I am the Executor. Despite numerous phone calls at which without fail all apologised for complete lack of service, and a latest email of 11 May again apologising for poor service and promise of "urgent attention" I have not heard from Metropolitan since.

This is so unacceptable. A funeral policy requires no directives or calculations, it's supposed to be straight forward. I have been an executor of numerous estates, and funeral policies are usually the first to pay out. I would recommend that policies be shifted to other reputable firms as a priority. Thankfully this Estate is not desperate for the money, but it is solely holding up the finalisation of the estate.