Old mutual delaying funeral cover payment ***

Good day on the 27 November 2020 I visited old mutual Germiston branch to put a claim on funeral cover which was under my Fathers name and i being the beneficiary. The claim was done and was told to wait for an sms I waited and few days later i got an sms requesting a late estate account of my mother who passed away 2016, I went back to the branch to follow up on the lady who was assisting on the claim and she was bit rude and told me that I must go open that account. Days later I decided to make a follow up in a different branch I then went to vosloorus at chits Hani mall and the lady assisted me said that there are few policies on my late father's name and if other beneficiaries have not claimed it won't pay because old mutual don't pay piece by piece, and she stated something about my late mom being a beneficiary and I told her my mother is late and there's a letter from Absa as she had a will that stated what must happen to her policy money incase she passed away and she said I must email it to headoffice I did so then few days later I received an SMS requiring my father's late estate account and letter of authority from magistrate or high court. I then went to magistrate office to enquire what will be needed to obtain a letter of authority and they asked me why do I need it, I explained and they said they don't issue a letter of authority incase where funeral policy or life cover has a beneficiary old mutual must just pay the money to the beneficiaries because they not issuing out estate letter only if the deceased did not nominate the beneficiary then they require all the deceased children and assist with letter of authority. I then went to old mutual branch with my brother to do a follow up of exactly why is the funeral policy affected they told us that we must just submit what the head office required them in the branch there is nothing they can do, they even refused to open the system and check. My sister then decided to call head office to find out what exactly is happening and the lady who was assisting her said the consultant that was assisting me mixed up things but she had no solution to the mixed ups done at the branch. Please help. The reference number for the claim is CEB***