No action on a claim since 17 March 2016

My mother passed away in January 2016. My father took it bad but eventually I assisted him in claiming against their funeral policies. He paid for the funeral and now he needs the money. We submitted everything to metropolitan life on 17 March and to FNB in the same week. FNB paid the very next day. Metropolitan has made NO contact. I started following up on 5 April and they said the Marriage Cert was outstanding. I immediately sent it in again. Once again no reply from them. I followed up on 6 April and they said the image is not clear. I lost it and asked to speak to a manager. The call center agent comes back to me and said that Annemarie Schenk from claims says it's not necessary for the marriage cert as they have already confirmed my mother's death and that my ****her is her husband??!! So very annoyed I ask Annemarie's number. I phoned her with no answer - so I leave a message as one do explaining that this is urgent as my dad has no money to live from. She still hasn't bothered to phone me back. I phoned again and asked to speak to her manager which is Jimmy Muller. He also did not pick up his phone and I left a message on a Petro's message service. This company is a MESS!!