Incoherent Communication

I'm currently at the Newcastle Old Mutual branch to submit a claim for my father's death claim as the claim submitted via electronic channels wasn't processed, due to it being a paid-up policy. On arrival I am informed that my son cannot be allowed into the branch and he is now standing outside the branch.

There is a note outside the branch however nowhere in my communication with Old Mutual call centre or on the website is there a comms indicating children are not allowed. Had I been aware of this, I would've dropped my son off at home before coming here.

I am extremely dissatisfied with the incoherent communication, both from a paid up policy administration perspective and also from what parents with children are supposed to do.