Unpaid claims

We have been trying to make a death claim from old mutual since 2014. Every time we go to the branch we are required to re submit forms because their head office doesn't receive them. I contacted the call centre and asked them to give me fax numbers and emails where we can send the documents every week i call them to tell them their faxes are not working and when i use the email we get an auto response which says it ca not accept any documents for the policy. Every thing of old mutual seens to be difficult proceedures which have no positive results.