Who gave them the right

My Mother took out a policy in 2014. It then came to light she is divorce. For some dumb ass reason the placed a cort order on her policy. Are you insane..... The response to have it lift was my mom had to submit her divorce documents to them where it states that my father has no rights to any of her policy's. Okay now my mom sent it through then they tell her they can't see the document. (they can its just in Afrikaans and they can not read) she then went to an old mutual bank they guy there doesnt even know how to scan a doc and sent it to head office. Now when it has all been done after 6 months of struggle. Can someone please tell me who the f.. k gave you permission to change my mother details back to her ****en name. That is no where been instructed to do my mom's ID has bren submitted to the online portfolio and still nothing has been done. Fix this noe or i will take it further do not push me...