Metropolitan is a winner for bad service

I made a funeral benefit claim via the whatsapp platform at the beginning of April 2024. It is now 13 days later and still no contact or apology from Metropolitan staff about the delay or any feedback. This after I was informed that the staff member as well as the supervisor were informed about my claim. I phoned the staff member on Friday 12 April but for some unknown reason could not connect to the number contact which was supp**** by Metropolitan client service staff. Documentation was requested and supp**** via email; no acknowledgement of receipt from Metropolitan staff. Metropolitan policy documents state that funeral claims can be sorted within 48 hours. It is now more than 312 working hours later, I made personal phone calls to the client service department and still not sure at which stage the claim is. Metropolitan claims they are a top rated service winner....currently with my situation your customer service are very very poor. You are NOT a service winner for good service!!! Metropolitan is a winner for bad service.