Claims not paid

My father passed away in 2007 and had a policy for my grandmother and the policy was still running.my grandmother passed away now in November and now that we needed the money old mutual is taking us up and down. we were requested to do an affidavit we did that and they now need an estate account and we need now to have R500 to open a state account.what nonsense is this that you have to have a policy and suffer for your money.we borrowed money from people to burry my grandmother while we have a policy that is taking us up and down for 5 weeks now.and when they need you to use their policy they beg. i will never even recommend this pathetic service to anyone.