Refusing to get my claim

I joined Old Mutual funeral cover with my partener about 8 to 9 years ago and what hurt me the most is that when you join they dont tell you the process to follow when you claim if the surnames are different. My partner passed on on the 21/05/2018 I submitted all the necesseray documents, all docs were submitted on the 24/05/2018 till this moment I haven't heard anything, I called them this morning wanting to know why I haven't receive my claim, you know its one thing after the other, after they receive affidavits from both families they want another affidavits what for? I am hurt because it is winter now I would have used that money to buy winter clothers for my son, I m now struggling fanacialy because a person who use to help me with my son's responsibilities is no more, and now it sims like Old Mutual is not willing to pay. and when I ask the call center opporator to speak to claim department they deny me the access to speak to them saying they dont have contact no. And they dont communicate with me, I have to call them and ask what is pending why am I not getting my funds. I AM HURT more than the word, I want to cancell my annuity and my funeral cover with them, if they find it difficult to pay a mere R15 000 what about my annuity. Its is easy for them to deduct primiums every month I was always on time but this is the thank you they give me, they say I will get my money within 48 hrs but till today m still waiting. Old Mutual is one ensurance I will never ever recommend to anyone. I AM DEEPLY HURT.