Metropolitan Life so insensitive

I’ve always cherished Metropolitan due to their efficient service but lately they really are testing us, very insensitive. My sister received an sms of our late mother’s unclaimed policy Miss Maselana and was given a number to call. She called and was asked to submit documents, court executorship, death, ID and bank account, she called and was told the claim is processed and will be paid within 2 to 3 days to her account. She called after maybe 5 days, she was asked for the same docs and a court letter with Metropolitan as an assets. Off all the places that my sister went to for claims no such was asked for, they only requested for the executorship letter, that was sufficient enough. Now they say my sister must go to the high court to add them, they might as well ask that we go and start the funeral and raise our mother from the dead. So insensitive, we never called them, they called us but now making a misery of the whole process, opening wounds that were healing. Claims were made to the Old Mutual’s and others never were put through this for a +~R2000