Poor service at Metropolitan Life

For the last 2 and weeks I have been trying to apply for a for surrender on a policy from my late father. Each time I phoned through to the call centre I had to do the entire process again. sending forms, getting authorization. Fri 18/03/2016 I was told that all was in order and that my bank would be notified, once communication from the bank was returned the payment would be authorized. This afternoon 22/03/2016 at 1pm I phoned and was told my documents were not clear, my proof of residence was not valid and that nothing had been sent for authorization. I was also questioned on the whereabouts of my late father. When I had already mentioned that he had passed away. I found this to be quite insensitive. I never knew my father, he passed away when I was very young and having only recently found out about the policy he had left for me, the last 2 weeks have been emotional, and the service I have received from Metropolitan has not been what I ever expected. I have comp**** in every possible way, but with each phone call I am passed around and sent back and forth. I would never have expected this level of service from such a well established company.