Old mutual Don't want to pay

I am very very disappointed with Old Mutual what they did and continue to do to me and and my family is uncalled for. We logged a life cover claim last year April 2023 when my mother passed. We couldn't give her the the funeral we had imagined for her, it's now a year since we logged the claim and still there is no payment the only time there will be a communication from their side is when u have bothered them somuch with calls. We have submitted everything they have asked for. When it comes to my mothers hospital record we submitted the whole file from the department of health yet they asking for something that I think it's what they used against their clients to dodge payments. They requesting that the doctors from hospital confirm when and why my mother was diagnosed with diabetes. Which she never had, but was only tested for diabetes. We been in and out of the hospital the doctors don't understand what old mutual want cos they already have the file from the department of health should have everything that they need. Mind you my mother have only used the same hospital since she was sick. It pains me that we still can't afford to place a Tombstone on my mother's grave till to date yet she was covered. The only time old mutual will call without initiating a call back is when they call to sell yet another product to you. Seems their mission is focused only on milking the people without helping them in time of need. We can't even afford lawyers to help us with this issue. So it seems like we fighting a loosing battle. They once promised to pay back the money we paid for the records and all that was needed if we paid for it. The slips were submitted yet we haven't received a cent from them. The sad truth is that one of their consultant once said to me that once u hv lodged a claim there is no waiting period and i asked so doe it mean it can take up to 5 years without payment being released, and she just kept saying there is no waiting period Ma'm. Where do we go from here really