Refusing to pay educational policy

My cousin took out an educational policy for my child in 2001, policy number 690712. He passed on the same year. According to the policy contract, the cover continue until its maturity. We submitted all the required documents as requsted. The policy matured in April 2017. When we lodged the claim the insurance requested the same documents we submitted in 2001 (death certificate, birth certificate for my son, ID). This time they also requested letter of authority for master of court. We are unable to recieve the letter if authority because the document cannot be located due paper filling in courts back then. We tried to explain this to the insurance and they have none of it. Today the insurance mentioned to us the claim has been paid to someone else withoud informing me. I think as a mother to my child i deserve to be treated with respect and unfortunatly the isurance company does not give a rats about my claim.