Bad and slow service!!!

I have submitted documents for the funeral claim of both my parents with Old Mutual Insurance with the assistance of Koketso from the Centurion branch on the 18th January,only one policy paid out to date and when I query about the second policy, I was advised that it got rejected but no reason provided. It has been over 48 hours now with no real reason. I do not understand why they rejected the pay out of the second policy because both the premiums were deducted simultaneously monthly.