Unpaid Outstanding Claim

I have been trying to put through a claim at old mutual without any success for years. Every time i try to do so i am given a different reasin as to why i can't and i am not pleased with that more so because i also have policies with them for my depedents not to suffer should i pass on. My aunt registeted me as one of her dependents before her passing in 2013. When i tried to enquire about it 2 months ago i was told that the accounts are now closed. I insisted that even if they're closed they can be able to check. After that i was told that i need to produce a Letter of executorship and Power of attorney. I don't understand why do i have to go through so much by just marking a claim. Other financial services have assisted without asking for this kind of documents. I am not trying to claim my aunts estate. I claimed with other financial institutions and i was assisted satisfactorily. As an old mutual client myself, does it mean that my dependents will be subjected to the same kind of scrutiny. OR DOES OLD MUTUAL OPERATES DIFFERENTLY FROM THEIR COUNTERPARTS. Innocent people are insuring their lives with their hard earned money to make sure that their dependents don't feel the loss when they're gone but they're not sure if that money will end up in the right hands.