Worst Life Assure Ever!

My mother passed away on the 6th November 2017 and was covered for a funeral benefit on my father's( Mr Hezekiel Nyandeni) policy(HM ********** 13) which is held with Metropolitan life, on the 9th November 2017 I accompanied my father to the Metlife Durban Smith Street branch where we were attended to by a very friendly consultant at counter number 3 by the name of Portia who processed the claim and advised that the payout would be done within 48 hours, which to my regret after 48 "working hours" the payout was not done, I then called the Metropolitan Call centre on the ***and after numerious call waiting attempts i got through and i was referred to the claims department on ********** where i spoke to another consultant who had promised to get the Smith Street branch to expedite and get back to me which never came to life as I was never contacted.. on the 14th November 2017 I called the ********** again and spoke to a consultant by the Sibu who told me that the system was offline and couldnt provide me with a reference number nor an update regarding the delay, on the 15th November 2017 I visited the Metlife Smith Street branch hoping to get a better result , to my regret once gain to be told that the claim was processed accordingly however there was no payout done and this was 5 working days after the initial claim, Portia had to resend the documents and again told me that the payout should be done within 48 hours which has saddly led me to this last resort to lodge a complaint as the payout has still not been made, having over 8 years in the financial services sector I must say that Metropolitan life has by far been the worst company to ever deal with. and I sure hope that its Management revisits their processes and client relationship management as it needs a complete restructuring.