Poor service from Metropitan' s Thabeng Makitla

I have been sent from pillar to post with my husband's claim, he died on the 16th May and on the 17th morning i notified Zanele Maseko who was then my financial adviser for my claim, and she askedfor the BI and and Death Certificate which i sent on the 19 May, then she notified me that she has sent the documents but she needs the police report which i sent the following day, then she told me after 2days that i will be assisted by Thabeng Makitla who will be liable to process the claim, on the 22nd May i was told to resubmit the same documents as Thabeng couldn't find the BI 3 of 3 then i submitted everything again, the 27 Thabeng said he needs the death certificate and the BI, i submitted agan for the 3rd time now and i asked him to send me feedback when he received the documents but he never did, then i phoned the Metropolitan customer care and spoke to someone who notified Thabeng to call me and he did call me and told me that he will check and i only got his response when the lady i spoke to insisted that she will tell him to respond to my request other than that Thabeng is not bothered how this issue is urgent and needs attention as i need that money and i made sure i have sent everything 3 times but still he never responded, on the 4th June wednesday morning i sent the same documents to his email address and requested feedback if he has received them even today he has not notified me or communicated, im so frustrated and i have been failed, neglected and felt belittled, not even once i have missed my payments i have been loyal to Metropolitan for more than 5yrs paying on time but now in time of need Thabeng Makitla is avoiding and failing to interact with me i have to force and request a mere acknowledgement of received documents notification, i have lost faith and all i want is what is due to me then cut ties with Metropolitan, this is the most poor customer service i have ever received in this time of need. My policy no.*** My tel: ***