Old mutual funeral plans crockery.

We took out funeral policies for my nephew when he was still a child, at the time his mother was working in Jhb. My nephew passed at the age of 22 three weeks ago. Like any family we put in the claims on order to give him a decent dignified funeral because that's what he deserves, until now we have not received any claim payouts, Old Mutual informed us now that we had to move him from family to extended family when he turned 21 who new about that we wer never informed of such matters we were never contacted bout such matters, Old Mutual wants an unabridged birth certificate of the deceased biological mother, I mean really that document takes 6 months before you receive it, Old Mutual want adoption papers that we adopted him his mother is alive why would we be adopted him, we raised him since birth while the mother was working, Old Mutual wants proof of studying he was not a student for 2 years, he was disabled, Old Mutual wants affidavits that his father passed, in the mean time my family is grieving the lost of their son and the anguish of the money trouble, tell me what needs to happen do we bury our son with no money, we have sent affidavit after affidavit, a foolish consultant at Old mutual disd not do his work properly, Old Mutual did not inform their customer of changes to their policy and now we have to pay the Brandt, unnecessarily we trusted Old Mutual to look after our interests to ensure we will have a happy sent of for our loved ones and yet we are experiencing more pain then necessary. What a disgrace. What should we do.