Metropolitan Life

My dad in law passed away on the 18th September in Meyerton, JHB. We are residing in the Eastern Cape and had to make arrangements to go down to pay our last respects. The funeral home that assisted us tried to contacted Metropolitan and they struggled to get assistance. They had then contacted us to assist in this matter. I contacted Metropolitan on ********** 724 and they requested that we submit dad's death certificate, confirmation of death and certified ID. I emailed all the documents through to the email that were provided info@metropolitan on the 1st October when I return back, on the 4th October I contact the call centre ********** 724 to request feedback, and they advised that this is a old policy and I should have send it to homeservice@metropolitan, on which I had done, and I included the invoice with the paid up stamp to this email address, I constantly phoned this call centre and get no proper answer as they can only escalate the message to homeservice as they do not take calls, and are very busy. I have also contact a number I had that assisted me a while back when I did inquiry if the policy is still active, and I where told that time that this policy is still active, paid up and my dad is covered. I had paid for the funeral service out of my own pocket till today had no joy with Metropolitan.