BAD CUSTOMER SERVICE on Funeral policy claim

Old mutual branch in Germiston golden walk and the online consultant keep reject my funeral claim telling that I can't claim I went to court to apply for executor letter and the court gave me an inventory list that old mutual should complete but the golden walk branch keeps referring me to call head office. when I call old mutual head office I'm told that they will email me a letter with policy details but that seems to be a way of telling me to shout because i started this process in April 2023. I am still waiting and tired of calling head office.