FUNERAL STOPPED BECAUSE OLDMUTUAL WONT PAY.

my sister took a policy for our aunt and she was a policy holder and a premium payer at the same time. now our aunt passed away and we support to bury her this Saturday 02/03/2019.now we put in a claim , it was declined with 3 different reasons. 1. old mutual is unable to confirm with the mortuary 2. the policy payer cannot be the beneficiary 3. it doesn't show anywhere that she is a policy payer and a beneficiary. my question is WHY NOW, IF THE SAME OPERATIONS/BACKOFFICE CAN PICK IT NOW. WHY DID THEY NOT PICK IT THEN WHEN THEY PROCED THE POLICY.IT COULD OF BEENG CORRECTED THEN. WE CANNOT WAIT ANOTHER WEEK TO BURY BECAUSE WE DONT HAVE MONEY. WE GOING TO ACCUMULATE DOUBLE CHARGES WITH THE FUNERAL PAULOR . DONT PLAY WITH US, THE PERSON WHO WAS PROCESSING THE COVER SHOULD HAVE PICKED IT UP .WE NEED HELP PLEASE. IT TUESDAY . AND PLEASE DONT TELL US ITS NOT YOUR PROBLEM PLEASE NO. THE MEASURE YOUR TAKING NOW WHEN YOU SUPPOST TO PAY OUT CLAIM, SHOULD BE THE SAME TAKEN WHEN YOU SELL TO US. SOME1 MUST CALL ME NOW.