Unprocessed claim

Good morning, my mother in law passed on the 05th October 2023 and I made a claim on the 06th October 2023 at your Ṱhohoyanḓou plaza branch however they assisted me via what's app of which I couldn't understand why as I went to the branch, then the claim was declined because they used my wife's policy number which has lapsed in 2022 so I logged again on the 12th October 2023 with the advisor this time around, then when we followed up in 2 weeks we were told that some documents were missing then we were sent other documents to fill and we comp**** so even today old Mutual has been quiet and to think I lost someone very close to me and all I'm getting is excuses is sickening