Horrid experience with Old Mutual

My siblings and I were orphaned over 12 years ago and recently discovered that there are investments that our parents made and were not claimed at Old Mutual. I enquired with OM and was told that only my sister was the beneficiary and they could only speak to her. They spoke to her (we are all above 18) but did not process the claim because they said my gran had the letter of authority and thus my gran should claim. We are in Joburg and my gran is in Mount Ayliff EC. we arranged for her to go to the OM in Kokstad land submit whatever documents required and when she was done, a lady from the kokstad branch told my sister that she could take her ID and bank statement to a branch near here for payout to be processed. My sister went to the branch yesterday and she was told to bring a letter from the doctor who declared my mom dead, a letter from the undertaker and postmortem results which we did not understand as these were submitted more than 10 years ago when we claimed for mom's funeral. We also could not understand why the Kokstad branch did not request these documents from my grandmother. My sister was obviously upset and left the branch. I told her to go back today and that I would call the manager, which she did. I expressed my frustration to the manager (randburg branch) who obviously defended her staff and I eventually told them that I would drive there so that we can get to the bottom of this. I got there and they were now helping my sister. then they tell us that there are funds that are to be allocated to myself and our brother and that we also need to submit claims (no one has ever said anything about this) and now my grandmother has to go back to the Old Mutual in Kokstad to complete whatever documents that Old Mutual wants in order for me and my brother to submit our IDs and bank statements for pay out. ALL OF THIS COULD HAVE BEEN DONE AT ONE GO. and no one even wants to tell us what mom's portfolio looks like and how much we are even claiming. I would think that Old Mutual would be very sensitive dealing with such matters as they relate to death of loved ones and obviously comes with a lot of emotions. My experience with this is like I am reliving my mom's death and being pushed from pillar to post. these policies were taken out in 1994 and I dont even know who the brokers were. I am assuming the same will happen with dad because he also had a couple of policies with Old Mutual. I am told everything has to be done by the 15th of November because the case will be closed, you guys probably want to keep the money to yourselves and that is why you are making all of this impossible for us. I honestly resent you guys for putting us through such. and we are not letting this money go at all because your staff tells us different stories on different days. may we please have someone who will resolve this urgently? I also do not understand why my gran has to go back to Old Mutual and resubmit documents for myself and my brother when the document submitted for my sister can be utilized. may I please be assisted by someone who understands death, who understands how difficult it is to live without parents and then have to fight in order to get money that your parents left for YOU. A bit of empathy would go a very long way and not this mechanical approach to everything.