Death Claim

I went to a branch to submit a death claim and I had one document that I did not print and I asked if I can't send it to them via email they said no its not allowed but I can claim via wats app. And I did that received an acknowledgment email but nothing after, tried to call to check all is well with the claim I spend over R200 airtime being transferred from department to department. I have been with old mutual over 8 years first time claim but the hassle 7s too much.