Poor service delivery for a bereaved

I am really frustrated and disappointed at the way Old mutual has handled my claim I lost my partner that I had insured on a package I received from them and it has been over 3 weeks now and still the money hasn't come through and I had to borrow money in order to bury my partner and now they are requesting that I send proof that we were in a relationship amongst other things which were not stipulated on the initial package I had taken from them and I am the one who had to call them just get feedback on what is going on, this has proven to me that even in times of grief they won't pull through for you.