Group scheme funeral claim

My grandmother who I covered under oldmutual's group scheme passed on and I called to check the documents I must submit to process the claim. My situation is we cant locate her ID hence I called to check what could i supply instead of ID. And this guys, one yesterday and one today tell me they want orginal ID at the branch. The branch is the only place where I can claim and claims are with original documents only, mind you where I come from there is no oldmutual branch. It is about 70 KMs single trip to the nearest town. And I asked them what should I do, the other one said I must post the documents and another insisted that i go to the branch. my problem is in this era, oldmutual cant process their claims electronically and still have those agents as their employee or perhaps it is their strategy for not paying up or delaying payment.