Unpaid claim

I have a group scheme funeral policy with Old Mutual.. Policy no ********** ********** . I have been paying it for more than 16yrs. The only people left insured were myself and Michael the ex husband. We Devorced in 2008. I went to the company to change the beneficiary. My daughter became the beneficiary. In Sept 30 2017, Michael passed on. I went to make a claim since I did not instruct them to remove him. The company requested that I send all proof that I incurred the costs, affidavit from his family side that indeed they received such goods. I sent them receipts, I'd copies of my daughters and his parental cousin. I sent all. It was on the 15.10 2017. On 17. 10. 2017 they sent me an SMS saying they cannot pay. They told me to visit the nearest office. I went there on 08. 11. 2017. There was nothing on the computer that explain why it was not payed. I sent them an email on 18. 10 2017. Disputing it. They never came back. I sent on the other on 07. 01 2018. No response. I sent the other on 11. 01. 2018. Still no response. In short Old Mutual does not want to pay for no reason known to me other than themselves. I stopped paying for the policy since then. They then have the audesity to send an SMS on 29. 01 2018 that they did not receive the payment and I will loose the benefit.