Pay out the claim made 3 weeks ago

If like to lodge a complaint against Metropolitan life and their incompetence. We submitted a claim on the 9th of November for a funeral that happened on the 13th and we still haven't received the pay out. They keep on saying they are investigating but no contact to explain what the hold up is and how far the investigation is. I am appalled by the incompetence of how rude the agents are and lack of service from the leaders I logged the complain with with the company.