Claim complaint

I’ve submitted my claim to Old Mutual for my belated aunt on Monday, 27 Feb 2023. Each time I phone them I receive a different excuse as to why they hav not processed my claim. I am at this stage not in a position to communicate to he undertaker when I will receive the money as Old Mutual continuously changes their reasoning. I am now being told that they will first calculate what they need to pay me and what not as it is my aunt and not my mother. This is a huge inconvenience to me and my family. I have the policy for a long time. The person who helped me with the policy put my aunt as my mother on the policy I did tell him she's my aunt not the mother she raised from a young age and called her mother but she is my aunt. It's not my problem that he puts my aunt on as my mother. They told me that they haven't to calculate what need to pay me. Why I pay for my policy. The person that helps me with policy makes the mistake not me.