Bad customer service

My uncle was having old mutual funeral cover for his son later his son passed away unfortunately they had a fued with family they didn't grant him the documents but he went to the police station to do the affidavit so that Home Affairs can reprint the documents to him,

He went to Home affairs they sent documents straight to old mutual to process the claim they have paid him now my request is I asked Thabo the Branch manager at Mamelodi to resend the documents to my mail so that I can send the claim to Metropolitan on behalf of my Uncle

Since I request those documents last week he didn't forward them now m frustrated I don't know their claiming turn over.