Old Mutual funeral-really disappointing

About 15 years ago I took out a funeral policy for both my parents. The policy was taken out with Medscheme but was moved to Old Mutual. I was not informed until September when I needed to submit a claim. However when the policy was taken out I was told that I would need to submit a copy of the Id and a death certificate. But now Old Mutual requires further documents. This is really unacceptable as I was not even aware that I have a policy with OM. I called for help regarding the issue but I was abruptly told that nothing could be done. This is really disappointing when one pays for years and receives no communication.