My policy was not paid

I'm Kholeka Mbambeni and I was having a policy with Metropolitan. In the said policy I was covering my uncle as my dad since I grow up knowing that he was my dad and I never known my dad . My uncle was playing a role of a father to me and that is acceptable to my culture. When my uncle passed away metropolitan never paid me. I lodge a complaint and they ignored me. I kept on calling them using money until they sent someone to me I explained everything to the person whom they sent. They promised to respond to that. They never responded. What worries me I never contributed to the funeral of a person who raised me as his own child and metropolitan does care.