metropolitan ****

Good day I took out a funeral policy with metropolitan in the 90s for me,my spouse,my spouse's grandparents my parents and my kids the only pay out i got was for my spouse's grandparents,when i went to claim in 2017 for my spouse i was told that he was not on the policy,i managed to find my policy certificate i went back to them they told me to do an affidavit and submit all the relevant details i did all that but to no avail when I went back to them they told me that they can not help me since their system has changed they even told me that my kids are nolonger covered as they are now old what should I do please help me