Assignment of Life Policy to Mortgage Lender – help

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I am posting this for a friend.

Her husband has died and back in 1994 they assigned a Life Policy with SW to Nat West in the event of death to cover any outstanding mortgage.

The mortgage was paid off years ago, and the husband has now died, but SW will not pay out the policy until Nat West have confirmed that they no longer have a claim on the policy. HOWEVER the department that said they had a claim are no longer in existence and NATWEST do NOT hold any information on the assignment. So my friend is running round in circles.

SW wont pay out until NATWEST have confirmed
NATWEST cant confirm as they no longer have the securities department and do not hold the records from back then.

Any ideas please?

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