The waiting is getting irritating

It turns out my mother had 2 funeral policies for my late brother and we had only claimed on 1 as she wasn't aware she had 2. My brother passed away in February 2017 and in April 2020 mom had a debit order which she didn't know of and when we enquired with Metropolitan at one of their branch they couldn't tell either what it was for, that's when I helped my mom to dispute the debit orders until in September we received a letter stating that the policy had lapsed. Thank goodness for that letter because then we were able to establish that mom had been paying another policy for my deceased brother 3yrs later. We then went back to the branch and filled out a death claim and a refund claim too. It has been 2 weeks now and no-one communicates with us on the status of the policy. At the branch after having filled in the documents we were notified that the claims would pay out within 4days though right now mom still hasn't received any pay out nor communication from anyone. All I keep getting when calling the call centre is that the case is with the claims department and someone will call to fill us in, when we follow up with the branch they also say they'll phone their head office and get back to us and this was never done either. It is airtime wasted having to follow up on the claim to be on hold forever and still get off the phone with no clarity except false hope. Claim number in question is ***