Metropolitan Life playing games

My cousin signed a funeral policy with Metropolitan and she appointed me as a beneficiary. She passed away last on the 7 of September this year and we arranged to bury her on the 15 of September. I went in to Metropolitan Branch in Cape Town the attitude I got there I was asked if my cousin died of HIV or what. The next day I got a call from Mr Sodinga from Metropolitan who told me that I must submit 3 signatures as there was a discrepancy with my signatures at first I protested and eventually sent those needed signatures. I waited on him to come back to me nothing I had to send him another email requesting as to when can I expect my money, the answer was wait I will revert back to you in 7 days. Meanwhile we had to borrow money to bury my cousin who has a valid funeral contract with Metropolitan. Still today no word from anyone from Metropolitan.