OLD Mutual- doesnt want to pay due to different surnames

My name is Akhona Pretty Somya, my ID number is ***. I have a policy with Old Mutual , my quote number is ***1/ and the claim number is CEA ***.

I claim for my mother on the 08/08/2021. It turned out that our surname are not the same I will not get the claim money until I get affidavit from my mothers surname and my fathers surname stating that I am my mothers bioligical daughter

I sent the affidavit to Kenako Mall ( Old Mutual ) only to find the did not log in my affivadits .

The claim was made on the 10th August until now i didnt get the response . I borrowed money to bury my mother .

The worst part about this they never enquire anything while I was busy paying the premiums only on the claim stage they require this documrents