Metropolitan is inumain

My mom passed away on the 28th December 2021. With the assistance from Mosaic funeral services the emailed the forms to the email address *** on the 7th of January 3022. I phoned the call center and the lady at the call center informed me that this excalated to the claims department. After my mom's memorial service I phoned again and was told that this was send for authorization. Today the 17th of January I phoned the call center again and the first time the lady tord me that they don't have a policy on my mom's ID number. The second call center operator just put the phone down in my ear the third time the lady tried to help me and while I was placed on hold I was talking to someone else when she came back and asked me if I used the f word and I told her that I was speaking to some person and she put the phone down in my ear the forth time the lady assisted me and when I asked if she can put me through to her supervisor after she told me that she will excalte it to the claims department I was holding for 30 minutes when the phone was put down in my ear. I just want my mom remains to be send for cremation as she is still in storage ant mosaic funeral home. Is it so difficult they did not pay in 48 hours like they promised they don't have their customers in mind. They are inumain and doesn't care about anyone or anything.