Disrespected at a time of grief

My aunt and I have policies with Old Mutual, we both claimed in the same week. She made her claim at Rustenburg and I was appalled by the assistance she received or lack thereof. My aunt initially went to the offices to make a claim and she was told to go make an affidavit bearing in mind she travels over 40 km to get to town. She made an affidavit and went back to the Old mutual offices on Friday 31st, I accompanied her as she explained how unfriendly and difficult the consultants were. Lerato Kgari was supposed to assist, she took her documents and went through them without explaining anything and she was just humming a song and being very impolite and unfriendly to us. She was constantly talking to her colleagues laughing out loud and yet when my aunt asks a question she switches to her agitated and disgusted mood. She just teared a paper that my aunt came with and said \this is not right". That time the erroneous paper was filled by her colleague. The lady just said \""go to the police station and fix this bye\"". Few hours later she calls my aunt to tell her she has another policy with Old mutual and it might also pay out"