Metropolitan not treating customer fairly

My mother passed away on 27/10/2020 and I have been battling ever since to claim for her funeral benefit under my fathers Metropolitan policy. I have sent various emails and placed an enquiry on their website to no avail. The claim was submitted 11/11/2020. I followed up on 17/11/2020 web *** and was told that Regina Seatla would contact me - I am still waiting for that call. I then send another follow up email on 19/11/2020 with no response. I then complained on the website on 21/11/2020 and received a mail from Amanda Vraagom informing me that she will investigate to the matter. I had to follow up again on 24/11/2020 with now response. I followed up on 25/11/2020 and was informed that she referred the matter to the claims department. I followed up on 30/11/2020 again with no response. All I want is to claim for the benefit that was meant to assist the family during this difficult time of loosing a loved one. Is this how you show your support to your customers during such a time?