Oldmutual Claim

I am so irritated with the service from Old Mutual really, their contact center is never answered. I went to the branch to claim for my kids educational savings that my late husband had for them and I completed forms then i received a message saying i must send the letter of authority which i sent,.now they want me to send the ID copies of the kids and bankstatements?? Firstly i am the beneficiary, and I don't understand why I need to deal with so much hustle and why were these not asked for while i was at the branch?

I have a life cover with them and really I am considering moving. I would not want my children to have to deal with such hardship. The funeral policy also paid after the funeral and i don't understand why cause i was told it would take 2days.