OLD Mutual - not treating the customer fairly.

In 2003 I was phoned by old Mutual group schemes about a family funeral plan, which I then took with them telephonically. NO BROKERS was involved and that was the first and last time they have spoken to me. I have been paying for 19 years without skipping any payments. 2014 -I got divorced, 2019 - I got engaged. 2020 - my fiancé at the time passed away. I paid for everything as he was my partner and he had no children. 2022- I had to change my debit order details and phoned old mutual to find out what I was paying for, which I was told is the family funeral cover. The person told me to put in a claim. The documents has been send for the 10th time to 2 different addresses and I have even spoken to a manager as well since Jan 2022. I keep on getting mails to supply information. then after 5 in the afternoon I receive SMS's telling me that the persons who passed is not my husband. e-mails telling me I need to supply the same information I did 9 times previously. After speaking to a manager last week he told me to have everything certified which I did only get a e-mail this morning saying that they are closing the file as they have not received any of my information. The following was submitted: my ID, the ID of my late Fiancé, death certificate, the dr who did the autopsy wrote on the papers I am his fiancé (just another form of proof), our will, banking details, affidavit from me that we were engaged and I did not know about the policy until now 19 years later, affidavit from his sister that we were engaged and from my sister - with all the dates when we started living together. I have also asked Old Mutual after the first SMS stating that the deceased is not my husband that I need a formal letter saying they will not be paying as I would like to go to the OMBUD with this. Because of the confusion on Old Mutual side I cannot get any answers. the person who helped me this morning( very helpfull and friendly and the only one who went the extra mile) told me everything they have requested is on file (a lot of time) - then why send me a e-mail the claim will be closed as they don't have my information on file. i would like a urgent answer regarding this case or my Premiums paid back.