Old Mutual Funeral Cover

My 73 year old mother passed away last with with a funeral cover from old mutual. I submitted a claim ref hubesc*** and only when I call yesterday I'm told I need an estate account for old mutual to cover the funeral expenses because my late father is the beneficiary. Prior to engagement with Old Mutual I obtained a letter from the Magistrate which I sent, I also sent my late dad death certificate as well as any documents that could be possibly be required to facilitate a claim payment for us to burry our mother. What puzzles me is the Excatly the same situation of our late Dad being the beneficiary has happened with 2 more insurances companies namely Metropolitan and Standard Bank insurance and I was told by the competitor yes we will not get payment to us (which we don't even want) HOWEVER they provided solutions not problems. Money has been paid directly to the undertaker/ parlor in order to give Gogo a decent funeral she derseves and have paid premiums for years using Social Grant Money. Old Mutual on the other hand has not done has a solution of keeping our parent at the mortuary until we have an estate letter. What kind of sickness is that? There is no other way to put this but old mutual you have no regards and respect for your clients. Not all clients of yours know what they are doing, some are educated some are not, some are rich some are poor. Treat all cases with judgment where it is required even for those less fortunate. I honestly fail to understand why one Insurance regulated by the same board can not apply the same solution others can. On the 31st July 2021, we are burrying my Mom with other insurances money, community contributions and my family contributions. If anyone from Old Mutual can explain to us, why they can not pay directly to the parlor I would really appreciate it. The person is dead and needs to be buried so we can move on with life.