Unfair treatment

Old Mutual is treating people very well. I had a stillborn and went to them as their client to make a claim and submitted the document that I had from the hospital. They requested Gestational Report document from the Doctor that is costing R2000.00 in order to have it. I'm still paying that R2000.00 to the doctor and the doctor told me that I will get the report on 17/02/2025 but Old Mutual is giving me the due date of 13/02/2025 or else they will cancel my request. That is soo unfair. I tried to call customer care still no assistant. The Old Mutual Representatives come to people without explaining full details of the insurance than after taking the policy they just throw you like a ******* bin.