Funeral claim.

I visited an old mutual branch on Wednesday 9th September to submit a death claim for my late grandmother who passed away on the 6th.

my late mother took this funeral policy for my granny a while ago but unfortunately my mother passed away in 2015 so when my uncle went to old mutual to claim on Tuesday the 8th he was told that their system shows that i must do the claim so i went there on the 9th and i was told that i need to obtain an authority letter from the court to complete the claim, the lady who assisted me didn't start the claim process so i went to the court and they told me they will not issue an authority letter without a written letter from old mutual stating the value of the policy, i then went back to old mutual and the lady told me that they can't give me a letter because they don't know the value of the policy as its an old policy that needs to be recalculated and this means that i can't get an authority letter then.

Since Wednesday the 9th I've been back and forth between old mutual and the court up until on Monday 14th the court gave me a written letter to take to old mutual stating that they need the value of the policy to issue the authority letter and since Monday all old mutual branches are closed due some strike and I've been calling their call centre and emailing with no feedback.

What i want to know is what does a person have to do to get good service from old mutual, their policy says that death claims are paid with 48 hours and now its been over a week and still no pay out, if a person was really dependant on this policy to bury their loved one what happens when you get such bad service.

Im truly lost for words not to mention being emotional and physical exhausted from this whole process.