Tedious process for claiming and bad service, sales agents do not know what they are selling. Do not want to pay claim

Policy/Membership no: ********** 54 I opened a funeral cover for my parents and siblings in 2013, the sales consultant advised that I should choose my mother as the main member for the policy because I am not including myself on the funeral cover. I then nominated my mom as the main member. Fast forward story, on 22nd of March 2019 I called Metropolitan informing them of my father’s death. The consultant informed me about claiming options and documents needed to process the claim. Monday the 25th of March 2019, I emailed documents to metropolitan. On the 27th of March 2019 we buried my father. Later that day a claims consultant emailed asking for Members ID copy, banking details and proof of marriage. I then emailed back informing him that my parents are not married, consultant then asked if my parents were living together, I responded “no they are not living together (Mother lives in Gauteng and father lives in Limpopo)”. The email conversation ended there. On the 1st of April 2019, claims consultant emails a letter which reads thus " Please be advised that according to the scheme rules only legal and common law spouses enjoys cover on the above policy. Definition: The person living with you who is accepted by the community as your husband. If you do not live with your life partner or divorced, they cannot be insured as part of your immediate family. After assessment of the funeral claim we regret to inform you that your claim application has been unsuccessful as you cannot claim on the life of your ex-spouse". I immediately called the claims consultant and told him that the person I spoke to 2013 should have asked for my parents’ marriage certificate or even asked whether my parents are living together since he/she is the one who advised that I choose my mother as the main member. Clearly that consultant was selling me a funeral cover that he/she did not know will require such when I claim one day. The claims consultant then said, " Please call me tomorrow morning, I will request for them to send me the telephone conversation recording of that day you opened the cover". I called on the 2nd of April 2019 only to be informed that the recording has not been sent yet, maybe by the end of business day he will have it or the latest the next day. Today is the 3rd of April 2019 and I am still waiting. I am a customer service consultant, it takes me less than 10 minutes to retrieve a telephone recording from the system. I wonder what kind of system they are using that takes so long. I have not even received one call from Metropolitan during my claim, not even one call!