Funeral policy decline and policy mismanagement

My mother took out a funeral policy in 2011. He covered my father and my niece. At the beginning of 2024 I advised her to remove her granddaughter, my niece from the policy as the policy she took out will not cover her dependants should die. Unfortunately the *********** employees of old mutual removed my dad instead of my niece. The premiums were going off every month; it came to our knowledge after my father passed on the 30th of October 2024 when we attended old mutual offices at Jubilee Mall, Temba. We were asked to pay an x amount at the post office to reinstate my father's policy; I just couldn't understand as my father was covered under my mother's policy, however we paid as requested. My mother could not give my father a dignified burial as she wanted. I then lodged a claim again via old mutual's WhatsApp line and after 2 days I called to make a follow up. Was told that the claim was declined and I did not even understand the reason for declining. To my understanding it was as if my mother is already dead and we were trying to claim for my father under my mother's policy. It's really heartbreaking, my mother having paid the funeral policy for so long and not being able to claim the money.

What I can assure you is that I'll be approaching court to seek relief, my mother cannot suffer financial prejudice from old mutual and it's *********** employees.