Funeral cover

I have a funeral service with old mutual, I insured my grandmother and she is dead so I went to the branch at kokstad I submitted my documents and everything and on the BI- 1663 it showed my grandmother barial date which was on the 23th of Jan . The following day am getting a massage saying they need a proof of my surname change which I don't understand how is it their business because the surname I used to join the service is the same as the one I used to claim with ...my grandmother has been barred I couldn't afford to contribute anything while I have a policy for her...am not happy now to run around getting these documents they want I don't even know where am gonna get that , they not even calling me and explain this they want from me