Don't want to pay the claim

Its clear that OLD MUTUAL as a business takes advantage of uneducated families when it comes to claiming stage. I remember one family had to take the copse into their offices as they were giving them a run around about the pay out. They are doing the same thing with my family who lives in Newcastle,at first they said the deceased did not pay all his premium only to find premiums were taken from his payslip from work and the manager even gave us proof to show that all the payments were up to date. Now when we ask them when are they paying their are telling us they are not sure. Which mean we have to wait another week to bury my uncle. OLD mutual looks for every reason not to pay the claim and i wonder why people still trust and believe that you will pay them.