Incompetancy from Metropolitan

I took an educational policy with Metropolitan vereeniging branch when my son was a few months old. Now that he is 20 yrs old and needs the money to go to varsity i seem to be given the run around by the vereeniging branch.On the 11 Feb 2016 i went to the branch to ask for the release of these funds, i was given forms to fill in and same week i received a call from then saying I filled out the wrong forms? (how is that my fault? does the staff not know their work??) so fine i was promised to be called back once the correct forms were available from Head Office. Its now 2 months down the line and i still haven't received any phone call from Metropolitan. I then decide to go there myself (AGAIN) date 12 April 2016. When I get there a lady by the name of Fillies/Phylis tells me that my claim was done by a trainee by the name of Anthony and she is not sure why the claim is still not done. I'm very unhappy because When Metropolitan was getting my money every month it did not complain, why must i now complain and be let down like this when its time to pay up?? How am i supposed to pay for my sons studies while there is such unnecessary delays and incompetence within the company.