No service from Old Mutual Pencare

My mother received a monthly pension through Pencare. After her passing in September I have sent in excess of 7 emails and 20 calls were made to obtain the policy document or details on the benefits applicable to the beneficiary. Every email response received is a generic reply and every call is a 'we can only confirm what is on the system, yet no documentation or information is being supp****. My last call confirmed that no confirmation of anything can be given until the claim in finalized by the administrators, which is in contravention of the FAIS Act. Policy documentation and/or information should be made available to the relevant beneficiary. I am at the end of my rope with only having one call centre number and one generic email address available to liase with Pencare