Help

Old Mutual has not got back to me regarding my cover that wasn't open and I was informed about it within 24hours so I could fix it

I opened a policy in khayelitsha branch and I left ther thinking that I'm covered, 2 weeks later i went to Mutual park to do a claim as one of the person in my policy was shot I was there with all the documents they needed,i was informed that the covered isnt in the system I need to go back to the branch, I went back to the branch and then there agent said she will call me back ... She called telling to say that I was busy I didnt hear tha call when she wanted to tell me about the policy being rejected I questioned her by saying that . No valid answer She claims that the policy was rejected because of the D.O.B and that isnt old Mutual terms and conditions A error was made the a agent that works that and nothing is being done No call , no apology letter and no follow up while I need to pay back the money I borrowed for the funeral I need my pay out please