Refusal of claim and bad service

Good day, I've submitted a claim here in February 2022 after my cousin sister submitted her claim and she was paid. What I don't understand is the person was verifying the relationship from the furniture shop, what it has to do with the claim that I submitted with February stamp from the police report proving I'm related as I was asked by the police officer. I'm not so happy with the service that I'm getting and I don't think I can refer people and my family to join old mutual as bad experience I'm having now. I'm looking forward to get a good service and add more people in a funeral.