Poor service

I’ve contacted metropolitan on Monday notifying them of my brothers death. We did not know he had a policy with metropolitan until on the 1st when I saw a message on his phone from the bank that metropolitan was deducting money. The person I spoke to confirmed that indeed my brother had a policy with metropolitan and indicated that I may send the claim. I submitted the claim on Monday and I did not get any feedback to date. The poor service I am receiving from metropolitan is really frustrating. Can this matter be attended to. Please.