Insensitive

My deceased father had two funeral policies with you, one is paid-up and all is well. The other one where only his kids are insured on is left pending, no communication from your back office, I call every time to get the same story “escalate to the back office and they will contact you back” please tell me what’s the actual problem?! Is it you don’t want to acknowledge the wishes of the deceased that his kids be insured in case of passing or you are deliberately dragging time to have this policy lapse, and I am sure eventually you will want to recover the premiums for all these months you have been dragging as if it’s our fault. You cannot be so insensitive and cruel to that point - he worked hard to pay for those policies all these years, now all that must go down the drain because people are not doing their job?! At a time we are supposed to grieving peacefully - it’s all frustrations because of Metropolitan!