OLD MUTUAL REFUSES TO MAKE PAYMENT FOR THEIR CLIENT THAT DIED DUE TO COVID

It's very frustrating to deal with Old mutual insurance. I'm the executor of my mother estate and I submitted an insurance claim and old mutual is sending me from pillar to post. They have requested for medical records and the doctor advised that the patient,s file went missing during looting that happened in gauteng 2021 because his office was unfortunately affected.i have advised old mutual of this information but they just ignored me. I asked if there is anything else that I can submit since the actual physical file got lost. They just ignore me and they keep sending emails saying they need medical records. Please note the doctor was able to provide with some information that he was able to retrieve and I submitted that. I feel that Old mutual is finding this missing file thing as a loop hole and do not want to payout and my mother died of Covid and I submitted the notice of death confirming that, unless if Old mutual is saying that my mother was suppose to declare that she will die of Covid.??? I don't understand why this medical record is such an issue. Old mutual just wants to collect people premiums and they would do anything not no payout for claims. I have policies with Old mutual but with this kind of service that I'm receiving, I will move my business where else. I don't Want my kids to experience the same issues when they have to claim. Very poor service and not customer centric whatsoever.