Old Mutual again

Old mutual again.I don't know why we keep going back to this company that keeps disappointing us everything we need to claim.Claiming on behalf of my mother,old mutual responds by asking her to fill in a information residency form,we get this form and upon asking for it from the branch,no one knew what form we were looking for but eventually we got it and the manager could not understand why we needed this form be cause it was mainly used for investment claims not funeral claims.Another message came in asking we submit an information collection form for compliance.We had to go back to the branch again which is about 110km away again only for us to be told that they don't have this form because their systems need to be updated for them to get it.We had already asked them to update the email on the system but also that would take a few days to be updated so head office could give us this letter.Now we are stuck hoping for an email update meanwhile the funeral is Tuesday.I don't know what our parents don't want to hear about this company be ause this is the fourth time we're having a problem at claim stage.