Very Bad Service from Old Mutual

My work colleague's husband passed away on 14th November and had a funeral policy. On the policy is an unknown beneficiary, despite telling clerks that person does not exist and is unknown to the family she has been passed from pillar to post since and our company had to loan her money to bury her husband. She is extremely stressed and has been to the master of courts etc and done everything that is asked of her and she gets from Old Mutual is the occasional SMS that means nothing at all. I can accept that mistakes are made but nearly 3 weeks have passed and this policy was supposed to be to bury someone.