unable to assist me without signature of my partners family

i opened a policy with old mutual for my partner, she has passed away now i need to claim but at the branch they want a signature of her relative but this is a policy i had opened, i had to travel back home without any assistance, i have to jump a taxi 60km away as there is no branch where i live, how is it that when opening a policy with old mutual they helped me so fast now that i need to claim i am not getting any assistance, this is my policy for my partner why do they need signature from her family?? i need assistance asap as the funeral plans need to start.