Battling to find help

Hello, I've been trying for quite some time to disinvest a policy left by my late sister for my 6 year old daughter, each time I call I either get told there is no policy or that they don't have access to the information, I get put through from department to department but no help whatsoever there has been a few very helpful people but yet no luck, I was asked to email the necessary documents which I did and again no feedback, our lawyer handling the estate has the same luck I've been having if anyone can assist I will gladly appreciate it, I'm not bad mouthing old Mutual just really seeking help, many thanks