No payment paid out only delays!!!!!!!

my mom is deceased and my dad has no money, Policy with old mutual, which has not been settled due to policy being ceeded to nedbank - mfc a division of nedbank which was for a motor vehicle. and old mutual keep saying that Nedbank mus give a letter on their letter head that the policy is no longer needed at the policy had been paid up in full. Old mutual are not solving this. why must my dad be without money after loosing my mom. all documents were sent to old mutual and the deceased department i really do not understand the delay