Metropolitan funeral policy - don’t die if you are insured with them.(they may go on leave)

My father had a funeral policy with Metropolitan.He passed away on 14/3/2021. Metropolitan promise you a finalisation within 48 hours, we are already waiting 2 weeks. This morning the call centre agent told me that the person who was handling the claim went on leave.... . When I challenged that I got a very unpleasant attitude from the agent. She refused to transfer me to a manager or to give me the contact details of the manager. This person is definitely in the wrong position, with that attitude towards people who recently had the loss of a loved one. They will not get any business from me, next step is to lodge a formal complaint with the ombudsman.