Unprocessed Claim

I have made a claim of my late uncle who pass away on the 14/08/2023 and he was buried him on the 17/08/2023,,TWO MOUNTAINS only gave me airtime on the 17/08/2023 and that was just it.. Only on the 30/08/2023 i got a call from the branch telling me that they need a copy of smartcard not the old ID book, I told them that the reason why we used the old ID book its because my uncle lost it long time ago and he never renew it....So now they dont want to proceed with my claim.....!!! WHAT A SHAME TWO MOUNTAINS...!!! WE REALLY CANT RELY ON YOU....