Unpaid funeral claim

My ex husband who I had covered passed away in November 2021. I provided all the documents at my disposal to Old Mutual and the frustration is that I get asked for documents and information that is obtainable from the family of someone i was not with for the past 38 years. I have been asked to contact the family of my ex husband to obtain the documents which I did to no avail. I was asked for a divorce decree which I provided however they want lobola letter. Old mutual is something to think I recommended it to all my family🤔