Declined funeral cover claim

I took a parent funeral cover for my in-laws at Old Mutual in 2008 which both parents are Swati citizens , I have been paying the premiums without a fail. I've been turned back twice by Old Mutual Midrand branch. 1st they told me that they need a confirmation letter from the funeral parlor. Today I was told they require finger prints of the deceased. I tried to explain that in eSwatini they do not take finger prints of the decease, but they never cared to listen all I was told is the person who assist for African countries has left and that was at 16:15pm.

I experienced the same treatment when I submitted a claim in 2008 for my father in-law