Poor workmanship

My mother passed away and left me as a beneficiary of the policy, I submitted a claim for my mother and my grandfather. Old mutual very unprofessional company, you submit a claim and days later they don't have your information anymore, redo. Given thousand excuses. Last excuse they came with is that I have submit execution letter obtainable from master Court. Already my late mother appointed me as a beneficiary and its there in their records but they proven to be useless.