Non - payment of claims

My mother had submitted a claim to old mutual after my late cousin was stabbed to death. Firstly when she followed up with old mutual after sometime having submitted the claim, she was told that there were missing documents. The same documents they used to payout the funeral cover were now missing when it was time to pay the life cover. However she submitted all those documents again. While the claim was being processed no one was providing her with a status update on the matter, the company was just silent. She called old mutual again and she was notified that they had not begun investigation. This is months after the claim was logged with the claims department. The call center agent promised that they would get the investigator to call her but he never did. She just heard from people that he was interviewing that the process had begun. Once the investigation was completed she received a letter that the claim would not be paid out by old mutual, but no explanations/reasons were provided. Furthermore she would not be refunded any of the claims that she had paid on the policy. The matter was taken up with the complaints department in order to get clarity about the letter but up until today Old Mutual had failed to give her a response. In addition to this I am worried that when the time comes and we have to claim on the policies that she has taken out, Old Mutual will also give us the round around and the unfortunate thing is that we won’t have all the details of when the policy was taken out and they will not pay and we will have no other recourse. They are the worst insurance company that my mother has had to deal with and I don’t think I would ever take out any of their products again!