Lack of communication and claim pending

I have claimed on the 29.01.2016 and the forensic audit was sent to KZN to investigate about my claim on the 02.02.2016. Every day when I call metropolitan to do the follow up on my claim as there is no one communicating with me to let me know how far they are with the investigation. Yesterday when I call I was kept on hold for almost 20min and the after the lady came to the phone to ask me about who is Nomasonto? I didn't know where did Nomasonto fit in on this claim because the claim is not for her it's for my cousin P Ngubane. I have this policy from 2010 September and I started claiming last year 2015 in August and November and I never had a problem with those claims and now this!!!