Old Mutual horrific service to the elderly

I would like to share the horrible experience that my aunt is going through due to the ********* and despicable behavior by Old Mutual. My aunt joined a group scheme which has a policy number and policy wording that we are in possession of which clearly shows the name of the scheme policy; dependents and my aunt who is the principal member. The inception of the policy was in 2008, she has been paying R127 every month since then. The deposits have been made on a month basis to-date. Recently, the father of her kids who is a dependent of the policy passed away. When she went to submit a claim she was shockingly told that they do not have any group schemes, which is surprising, and yet the contractual agreements are there to prove that the policy is active. She has been given the run around, being told that she needs to visit the head office in Johannesburg city where she still failed to receive any assistance. My aunt uses a wheelchair and to think that Old mutual has been taking her from pillar to post with this payout of R10000 in which she has been contributing R127 every month since 2008 sure leaves a bitter taste. It is painful that a big reputable company like Old mutual would do such to the elderly who are considered to be the most loyal citizens of our nation. My aunt is a pensioner and has effortlessly and continuously paid this policy without fail. We need some serious accountability from Old mutual or else this is going to the Short-term insurance Ombudsman together with supporting documents.