Deceased Estate

Extremely frustrated with old mutual regarding a late Estate claim we made in 2022 for a person who passed on 2021.. The people at the branch keep calling the executor to come sign documents so to transfer the policies to his name while his instructions are clear that he wants them paid into estate account. The claims department at the head office is not giving us any feedback on the stance of the claims as though they also avoiding paying out these policies. Whenever we call we keep getting a different story of which the agents don't want to give details for us to escalate the matter or to speak to person handling our claim..