Disappointed

Good day My father was an active policy holder with a family cover at old mutual. He passed on and the following day the advisor came to see us to proceed with the claiming process while waiting for the claim to be paid out the advisor phoned to say they need letter of authority so we did that a few days later when we went into the branch for a follow up they told us I must submit everything all over again so I did that and all of a sudden now we got feedback to say my father was not covered on the policy. Hence just last week the Advisor said that my father was covered with my mother and 2 other sibling but now at the branch it only show that my mother was covered. I'm disappointed because theres a reasons why people take out policies. He has been paying that policy for so long just to find out somebody made a huge mistake that we have to pay for with nothing in return.Please help me to get real answers