Unpaid Old Mutual Funeral Cover.

My father took a funeral cover at Old Mutual and covered my mom and all his five children. The cover he took is that one that does not end even when he has passed away. The beneficiaries were my mom and older sister. Then My dad passed away in 2008 and my mom claimed and she received the funeral money. While we were at their offices in Queenstown the consultant also reassured my mom that dad took unlimited cover so even if my mom do pass away my older sister should go to their offices to claim. In 2017 my mom passed away and we went to Old Mutual offices to claim for our mother. We had all necessary documents with us and the consultant gave my sister some documents to sign and she told us that on their system the money that is reflecting is R12000 so we must expect it after three working days and she gave us a reference number. Five days passed without us receiving money. We went back after five days and we were told to wait maybe their system is slow .Then we all came back to Johannesburg as we are working this side some of my sibling were studying back then in 2017.We decided to go to Birch acres office in Tembisa with the reference number that we received in Queenstown Old Mutual office and we told them the whole story. They asked for my dad Identity number and my mom. We gave them and they also confirm that their system reflects R12000 that we must get from them. Again they gave my sister a claim form for her to claim again as the beneficiary and gave here another reference different from the one we got in Queenstown. Three working days passed without receiving money. My sister called them in Tembisa and asked about the money then she was instructed to write an email and complain that she did not receive the money, she did exactly that but with no avail. As she was working at Festival mall in 2017 she decided to go there during her lunch time to complain but they failed us as well .Now we are in 2021 with all the relevant documents but without the money from Old Mutual.