Surname Change vs Home Affairs and Old Mutual

My uncle passed away 30th of September 2020 unknowingly to the family he had went to change his surname ,but never went to fetch the new ID as he had problems with enrolling his fingerprints,his sister had a policy with Old Mutual which she has been paying for years ,but they not willing to payout due to the surname mix up now....My aunt has been running up and down to Commercial Road Home Affairs and without her even explaining her story to the person helping her ....or even showing the documents she has ( they did give a temp death certificate but stamped the wrong year on the letter)the person turns the computer screen and shouts can u read its saying depending from Head office what must I do....People when someone comes to your work place and needs help you there too help and explain the way forward....Now due to this the family his completed the funeral still no response for home affairs with the death certificate (we about to have the 40 days memorial )Old Mutual will come with a story once we finally get the death certificate that they can't pay out due to the period of claiming been to long a something of that sort....is there anybody who has had this kind of situation that can help....