Pain in processing claim

Thanks. Few details. When i went to submit a claim at Newcastle i was told there was no beneficiary on the system and as a nominated beneficiary by the family i had to go do affidavit of which i did. And after that they demanded an invoice from the burial home which was handling the burial and i also obliged and that took the whole day driving up and down and standing in ques while they request one document at a time. After 4 days i received an sms stating that my brother is listed as a beneficiary and he need to re-submit. As i am based in johannesburg and he is in Dannhauser and on a wheel chair he had to wait for me to take him to Newcastle and was only able to do so last week Thursday and we submitted all the documents requested and now today when i follow up i am told he needed to complete a new claim form! We were at the branch and were assured all was in order when we left and now this? He is on a wheel chair he cant travel with ease. To ask him to go to the branch again to complete the form is obsurd to say the least.