Pathetic Service, No Response

My mother had an Endowment Policy that she took out on 01 Apr 2010. When she took out the policy, she got the policy documents and the policy number issued was ***5. Sadly, she passed away in March this year and when we went through her things, we found this policy document attached to her will. The beneficiaries on this policy were 5 of her children. I’ve called to enquire about the policy and was told the policy was cashed out. When I asked for details I was asked to send my id document and my mother’s death certificate which I did. I have been sent from pillar to post since and no one has been responding to my emails. I then decided to go to your offices in Berea today and was told they cannot pick up this policy, it does not exist. How possible is that? How can there be a policy document when there was no investment in place? Even if it was cashed out why are we not being given details? I really need assistance as this doesn’t add up. And the fact that I’ve been sending emails and no one is bothering to respond is quite upsetting. Why was I asked to send documents when I won’t be assisted?