Policy Pay-out

Our burial society has taken a burial society policy under Old Mutual. My brother recently passed away and was insured as an adult dependant under the policy. We submitted a claim on his death, initially we were told that he was not insured under the policy and that his name does not appear on the Old Mutual system although we received a confirmation letter from Old Mutual which listed the names of the individuals covered under the policy and my brothers name was included on the list. Now the Sales Consultant is saying his name is included however there has been a pay out of over 50k which is in excess of their payout limit in my brother's name and thus they will not pay the claim. In total my family has submitted claims under 25K on my brothers passing and thus we do not understand when a claim was submitted for the amount and to whom the funds were paid out to. We have followed up with the consultant, he requested the policy number and the name of the deceased and said he would call us back with an explanation as to what was going on before c.o.b 27/11/2015, it's been almost a week now and we have not heard from him. When we try to call him back, his phone goes to voicemail.