Lack of communication, failed to pay claims

I am so disappointed in Old Mutual. I sent them an email a month ago regarding a claim, still no response. I paid for a cover for years and when my dependent passed away not even two months after his 21st birthday, I was told that I need to provide a student number for the claim. It seems like a norm for Old Mutual not contact customers regarding any changes to policies nor accounts. No empathy for the decease as long as our debits go off, they are fine. When it comes to claims are issue resolution it then seems to be a problem. How can refuse a claim to bury they decease or fail to advise clients before hand when a cover won't COVER?