When a nominee for an insurance policy predeceases the policyholder, the legal heir typically needs to claim the amount. In this case, the mother is the legal heir, but the branch is refusing the claim, insisting on surety from someone not closely related, despite a legal heirship certificate and the son-in-law offering surety. The advice given is to question the necessity of surety and the specific laws the branch relies on, escalating to the divisional manager or Insurance Ombudsman if required, as the company's website doesn't mandate such surety.