Old mutual

I had a policy for my mother who then passed within the waiting period, old mutual had said that they give you back the primiums should someone passed within the waiting period, I sent an email canceling the policy because now my had passed, i was then not adviced to send the documents by the correspondence agent. I sent an emailing and I did say the reason was because the person is more, it kinda slipped my mind that you can excually claim or that you follow the same claiming procedure, after that i thought i was going to be reimbursed automatically since now i had stated the reasons for canceling. When I phone i was told to send documents, which, i did, then i was told to Provide banking details, now am told I can't claim for the pilicy that is not active , so its a back and forth with call centre agents others are saying i can claim because am explaining what happened and i was not adviced, they even told me had i come to the branch it was going to be better. I was going to be adviced there and then. Please note I was not even thinking strait with money to burry my mother, they least they could do was to advice me