PAY BACK MOM'S MONEY

My mom paased away in August 2019, one of her policies has a beneficiary that we dont have in the family. Old mutual has been investigating this matter since November last year, at some point they advised us to submit a late estate account which my brother did and they still came back with "they still investigating" up until today. I keep getting calls from different consultants and sms's lettig me know that they are still busy with it. A number of consultants i spoke to did advise that brokers for the sake of sales they at times dont give clients correct advise and allow them to include just anyone as they wont deal with the consequences.

My question is how many times does it take for one policy to he investigated? If then the beneficiary cant be found whats holding them from paying my mom's money into the late estate account as its her money they have been deducting from her month in month out.

She worked sweat and tears to make sure that her kids will be in a position to give her a decent funeral when she passes on, but now it seems as if Old mutual wants to eat some of her sweat themselves.

So now how do we deal with this issue as there is no way forward instead different consultants all the time