Terrible service delivery

My dad passed away in 2011 and I have been paying for a policy for my mum since than. She called on the 6th December asking for the payout since the policy had matured. We waited the while weekend for the documents and was never sent. Eventually she called again on the 10th, and stayed on the line until they sent it. We filled in all the information and sent it back on the 11th, we than called back on the 13th and the lady said they were busy with emails from the 11th and will get to it, we again called on the 17th and they said they did not receive the initial email, so resent and ccd the person she spoke to. Decided to take my mum to the offices on the 18th to make sure and see what was going on, to our surprise it was only sent to the relevant department that morning and now we have to wait a further 10 working days to get this processed. The service delivery is absolutely terrible, the turnaround times are ridiculous and no communication on what's happening. My mum had to spend how much airtime on many phone calls and I had to constantly send emails bearing in mind she is a pensioner. I still have not received any confirmation of what the process is and where in the process the payment is.