Flexi Dowment Pure

I have a flexi policy with old mutual which my late Father left for me and it got matured in march 2015 so on the 19 of September 2015 I went to one of their branches in festival mall with all my documents they have requested me to submit and I was told the turnaround time its 15 days which I waited patiently and I was promise everything was in order and there was no need to feel any forms as they can process the claim for me as one of their branches. To my disappointment I received an email from Joubert Malinda who stated that I can not be paid as the policy is not in my name I then called the call center who put me on hold and after a while I was told to get a letter from home affairs that states that I have dual citizenship ,only then I can see progress . I had a similar claim with Sanlam everything went smoothly but cant say the same with old mutual.