Old Mutual failing to payout my mother’s funeral claim

Took out a funeral policy for my mother called Old Mutual Protect and was told the won’t be any waiting period for the benefit. Subsequently I lost my mother the following year and after claiming we went through the process of submitting outstanding documents, but later was told that they needed the clinical records of my mother which I tried retrieving from the clinic where she had a file and also the hospital where she last went upon her departure. It’s been two years now without any conclusion but have been taken from pilar to post and every time i engage with them. The same requirements are being shared as outstanding.

After numerous attempts to get that outstanding information the department of health was refusing to release the information to third party even after I told them I was the biological daughter of the deceased.

I later informed my financial adviser about the issue and he advised that I should write an affidavit stating my case and we submitted it to Old Mutual. But have not received any joy since than.