Alex Forbes_no payout after 1 year 9 months of claim submission

My grandfather passed away in Jan 2021 and I submitted a claim for my grandmother (his widow) in February 2021. Initial the long process had confirmed payout will be done in July 2021. But that didnt happen and when I made a follow up I was told there is an investigation between alex Forbes and Old Mutual. In May 2022 I escalated this to the Alex Forbes complaints department and at some point in September I believed they are close to a resolution for me. Howver the feedback has remained the same 6 weeks later that they are waiting for Old Mutual feedback. The consultant dealing with my claim from the complaints department does update me every 10 to 14 days that Old Mutual hasn't responded. This claim is 1year 9 months old now and it doesn't feel it will be resolved this year at this progress.