MetLife MetLife life insurance policy Kept my moms $500 policy

My dad bought a policy from MetLife for him and my mom for burial, $10k for him, 5k for mom. Dad dies may 2016. I call to find out what I need to do as beneficiary and tell the rep my mom is also on the same policy. He says they will send the necessary paperwork to claim his 10k, nothing said about my mom. Letter comes with paperwork, I fill it out send it back with his portion of the policy. 17 mos later, October 2017 mom dies and I call MetLife to collect her $5000. The rep tells me no bc dad's policy ended when he died and I didn't convert her to her own policy. Supposedly they were regulated to send a conversion letter in with dad's paperwork back in May which they did not. So I file a complaint with the NYS Dept of Financial Services. Tell them what happened and four mos later they deny the claim bc I didn't convert her. WHAT????!!!!

After complaining many times on MetLife's website, they give me a number to call. The rep I get is the same lady who wrote the letter that the dept of Financial Services used to deny me. I tell her I never got the letter telling me how to convert and she tells me that's part of their responsibility. With the new information she says she will do an internal review and see if she can get the claim accepted. Email two days letter, MetLife again denied the claim DESPITE the fact that all of this is their fault for not sending the conversion letter. When spouses are on the same policy and the policyholder dies, they are regulated to send the letter to inform the spouse to convert.

So they're wrong AND keeping my dad's money. I filed a complaint with the Attorney General of NY and his office has denied on the basis that another government dept has looked into it and they won't waste resources doing it again. I am now in the process of writing the the Governor of NY, the senators and reps in my district, the majority and minority leaders as well as the senator who chairs the Insurance Commission telling them the case and asking why these departments aren't checking on the other and if it's denied again I would like a legal explanation from the governor. How many other citozens have lost their life insurance money because conversion letters were not sent? How much money is MetLife keeping using this fraud?