Momentum/metropolitan

Good day My sister passed on the 15th January 2021 I've got a funeral policy with momentum of which i put a claim on the 20th January 2021.i submitted all my documents after we phoned momentum and was informed metropolitan is handling the claim due to the policy nr(of which was never explained when i took out the policy 10years back). We were phoning numerous times to no avail there's an option to leave your detail no feedback whatsoever. I ended up going to the metropolitan branch fox street but was told they can't helped i must phone the very same nr I've tried so many times and failed. Eventually on the 28th January i phoned momentum who immediately transferred me to metropolitan claims department and the call was answered. The lady was so payback and slow telling me my claim is on the system but she'll try to forward it to finance. But no feedback whatsoever if i didn't made the call. My problem is my money is good enough but the service sucks. It's almost 10days down the line not getting helped. My policy nr is FF***. Please assist.

Regards Livinia Smith ***