***** claim and bad service from clientelle

Hello Peter pls help me I've got a problem with clientele my late cuzn sister had a policy with them n the beneficiary was his son who is still a minor, guardian of the child is his grandmother who is almost 80yrs of age, I'm the one that has been doing all the claims on her behalf now after submitting all the necessary documents at clientele including the banking details of both the beneficiary n the guardians, last week I phoned clientele to check status of the claim I was told that the money was paid on the 19th to Fairheads which none of the family knows about, no one gave them consent to pay the money to a fund, now today I phone them again only to be told that according to their policy they can only discuss the matter with the guardian, even though I told them many atimes that she's old n illetate, apparently they phoned her n asked for her names n she could not issue them the ID number coz she doesn't know it, pls help me what am I suppose to do, I'm sensing some ********** why would they not speak to me, please help me