Bad Service/ non communication

An educational policy was taken out by my late father for my two children (aged 19 and 15 respectively). Upon claiming on the policy, I was then requested to prove my parenthood to my children by obtaining unabridged birth certificates for both children. Six weeks later, upon enquiries with Old Mutual at Maponya Mall branch, we were then told that I need to give proof of legal guardianship. <br> <br> We were upset that we had no correspondence or any form of communication with Old Mutual only upon our enquiry.<br> I fully understand that this is not my money and it is my children's money, it will go directly into my daughter's account and a trust for my son until he is of age, so why would they need me to prove legal guardianship. They cannot answer me on their policies, etc.<br> <br> They want me to put my concerns in writing, but no one is communicating directly with me to have this resolved nor am I receiving any written correspondences.<br> <br> It leaves me frustrated and angry.