Metropolitan Life - Appalling service in a most vurnerable time

My parents held a funeral policy with Metropolitan Life for approximately 35 years. Following the passing of my mother on 25 May, I submitted a funeral claim on 28 May 2026. On 29 May 2026, Metropolitan responded via email requesting AVBOB's banking details. These were provided within an hour of receiving the request. Subsequently, Metropolitan requested a detailed invoice from AVBOB, which was submitted later that same day to Ms. Ilse Campbell-Baadjes. After submitting the requested documentation, I received no acknowledgement or further communication. On the morning of 2 June 2026, I sent a follow-up email to Ms. Campbell-Baadjes requesting confirmation of payment and proof thereof. I did not receive a response. I also attempted to contact her directly on four separate occasions at ***, but my calls went unanswered. Metropolitan publicly promotes a four-hour claims turnaround time. Unfortunately, my experience has been markedly different. The lack of communication and delays in processing this claim have caused significant distress and hardship for our family during an already extremely difficult period. AVBOB only received proof of payment today after I called the Metropolitan customer service number. As a result, AVBOB can only verify the payment tomorrow and, subject to verification, may only be able to proceed with the cremation in Port Elizabeth thereafter. We have a church service scheduled in Pretoria on Tuesday morning. Given the delays that have occurred, I would appreciate an explanation as to how Metropolitan expects us to have my mother's remains transported to Pretoria in time for the service. The impact of these delays extends far beyond administrative inconvenience. They have placed our family under considerable emotional and logistical pressure at a time when we should be focused on mourning and making the necessary funeral arrangements. I request a public response from Metropolitan addressing this matter, together with urgent intervention and direct contact from an appropriate representative who can provide a practical solution to the situation we now face.