Bad service and branch not operating

I received such horrible service from the staff from the Old Mutual branch at Umlazi Megacity the branch near the bank section. I lost my uncle and went there to process a claim,1 document was outstanding but I was told that I cannot start the process of the claim without the documents completed. Than I went back to the branch on Saturday, only to get there to hear for the nearest store that they don't open on Saturday. We have funerals to plan hence we took policies from these companies and to get there door are shut. Operating hours on the door are Saturday 8am -1pm, but no sign of the staff there. This is really bad as we really need the money from the insurance policy.