Poor client service !!!!!!

We submitted a claim on my late brother's policy at the branch on the 29th October, no update on the claim form Metropolitan whatsoever up until we followed up on the 26th of November and we were advised that an sms was sent to send outstanding documents however no sms was received. On the 29th of November the outstanding document was emailed and the following day we followed up whether the document has been received and we were told that the claim will be processed from the beginning as the documents that were submitted at the branch were not saved! I mean what nonsense is that !!!!! the level of incompetency with metropolitan is shocking honestly and the poor service is beyond explanation. How do you explain this ??????