Unpaid burial policy

My mother died on 15th Aug 2020. I submitt d documents on 20 Aug 2020 for her burial policy to be paid out. To date I have received no payout. Mum was buried on 22 Aug 2020. Metropolitan has given me the run around because every other day Metropolitan asked for a different document even tho I submitted all documents that were requested. Its now 7th Sept and Metroploitan has still not paid out the burial policy. I have been paying for this policy for the past 9 years. This unprofessional, unsympathetic attitude from Metropolitan leaves much to be desired about the service in the event of a loved one. Would Hellopeter please assist me in trying to get Metropolitan to pay out this burial policy. Regards Noeleen Uys