Doves dont want to pay us

I do not know where to start. My father passed on the 22nd of April, as we at home know that he is covered under my grandmother insurance on Doves (we have the insurance confirmation letter). we called Doves in Bergville were my grandmothers pays, they said they cannot find my father on their system my grandmothers pay for herself only ...What a shock i have received from doves we did bring all the document to their office to rectify this, they said their manager is on leave we must wait for the 12th of May. they were busy referring us to the 3sixty life insurance of which we do not know about, please fix these issues and tell me if ever my father was removed on that insurance with who's request and when ... am taking this matter to the ombudsman