Old Mutual - a complete let down.

My sister is the only beneficiary on her deceased ex-boyfriends retirement annuity policy. He passed away in 2017. All the correct documentation was handed in at Old Mutual in Menlyn, Pretoria. To date she has not received a cent and Old Mutual says they must first find the deceased closest living relative (son). So what is the use of making my sister the beneficiary then???How long must this carry on? I am stunned. What has happened to your values: values: Respect, Dignity, Integrity, Accountability, Pushing Beyond Boundaries and Ubuntu.