Old Mutual at it again

Dear Hellopeter,

My big brother has a funeral policy with old mutual, In 2006 our dad passed on and we both went to their sandton offices then to submit a claim , which we successfully did, he then explained to me that our mom , himself , my other brother and I were also covered in this policy. In 2007 he unfortunately passed on and I again went to the sandton offices to submit his claim which was again processed , the consultant then explained that since the policy holder is now no more the policy is now “paid up” meaning should anything happen to the remaining members (my mom, sibling and I) it would still pay out. Fast forward to December 2023 , our mom passed on , I went to an old mutual branch in Alex with my brother’s id and my mothers particulars only to be told that they have no such policy for my mom but what was even worse is that they have no records of my brother or my dad as well. How can I policy just disappear from the face of the earth? I need answers. Having heard their numerous cases I know there’s something fishy here too. What happened to my brother’s policy?