Death claim not paid

Please assist me with regards to a claim that Old Mutual refuse to pay out. My aunt recently passed away and have been struggling with this old mutual product since July for policy to be reinstated...everytime since July they keep on saying 3 days than the policy will be active...the advisor submitted all the docs in July and in August a follow up was done ,they told the advisor the policy will be active in 3 days and payment will go off on the 26st of August...Money was in account and nothing deducted ,Aunt than did a follow up with advisor which than emailed head office again. He waited long for a reply from them and in September called almost 8 times on different days each one just saying follow up after 3 days...in August they told the advisor that email was sent for outstanding docs...when he checked the email, it was an email without attachedments...waited for them again to send new docs and it was than submitted.. the policy was still not active when he called again in september they said 3 days ,after 3 days again 3 days and than again said it was escalated when asked why the long wait no one could answer just blaming the other departments...the policy than was reinstated on the 15th of September and is active ,my aunt passed away after that...they sent me an sms stating that the policy lapsed on event date and was reinstated after event date..we will not pay out the claim. I feel that the company must be responsible for this because to struggle 2 months with 1 request is unacceptable...where was the delay if old mutual cant pay out because someone wasnt doing their job than what kind of company is this...they dont live by their values...bring back greenlight policy