Old Mutual does not want to process our ***

Old Mutual asked that I submit the bank statement of the deceased estate which is with ABSA. I went there and they told me they cant print the statement because the account is dormant/inactive since August 2020. To access it we have to pay so they can reactivate account. We indicated that we do not have the money. My mother and I submitted all documents to Old Mutual (i.e. our ID copies, Diseased ID copy and death certificate, Marriage certificate, Proof of residence, Executors Letter from Magistrate, our own bank confirmation letters). We both appear on the Old Mutual system as beneficiaries as confirmed by the deceased, yet we are made to suffer in our grief for the payout to be made. I do not understand why is Old Mutual treating us like this... This is terrible, I am even considering to cancel my life cover with them because I suspect this will be how they treat my beneficiaries when I am late. My claim number is MFOMG***