unhappy claim

I am a very unhappy client of old mutual i have put my claim in by them sin 20/01/26 and i have not even received my claim money at all they to send me up an down like a puppet an told me every time i visits they Brunch i will received a sms or email an in 48hr i will receive my claim money..i have put in a claim for my cousin and she did not have a id but she had her real birth certificate and even i went to home affairs to get the stamp of that the person is no more..knowing by she never had a identity but for sure she had her real birthcertificate and it was stamp as deacest on it..Dont get it Capitec was paying out for the some cousin of mine with just the birth certificated an death certificate an the claim was pay out..i want to know i this case what can i do bec is a month now that i am waiting for my claim to pay out at old mutaul and the thing is they are good the dedicated the monthly feest but can pay out they people when it come to claimings it not good i had to bury by cousins body with loanshark money that i had to borrowed just to get her underground..and by old mutaul she had a life cover so where to is the claim money goes