Old Mutual delaying Group Scheme payment

My Mom submitted the claim at the Thohoyandou branch in october 2018 and she later get as sms that there was document outstanding, i help call and we were told that she was missing her bank statement. in November 05 she got sick with renal failure and struggling to cope with dialysis. i decided to email the bank statement and put her reference number on the subject and she got another sms to say she still need to submit documents, she decided to go to the branch sick and to submit the bank statement and we were then told she is missing payslip, luckily we had it, we submitted the bank statement and payslip and went home. after 2 day we are being told that the bank statement is not visibly, mind you we submitted at the branch meaning the branch scan had a problem since the statement is clear. i then went to the branch to submit the bank statement and i was told that the i cannot submit the bank statement if she is not around. my mom is not well. what do we do now? because when i send through email it is not recognised?