Abuser by old mutual after recently losing my mom

I recently lost my mom. Registered a claim. Told it’s been processed. Forced to take the OM bank card. Then later told it hasn’t been processed. Went to the branch were I did it. They tell me the reference number has disappeared and they will be in touch on Friday the 30 of April 21. Still nothing. I called the number on the text and I’ve been holding for 2 days. I lost my mom who had been paying this investment policy straight from her payslip. A government official. And now that she’s gone I have to deal with this from OM? I’m sick and tired. I need someone to call me back and assist me. I hate old mutual with a passion