Old Mutual Insure - Unsure how they are still in business

One of their insured clientele reversed into me, we got the ball rolling with a 3rd party insurance claim. I was contacted by a lady named Valencia who was assigned to my claim. She requested quotes, photos of the vehicle, copies of accident reports and all other relevant information. These were sent to her without delay. The quote was then approved by their assessor 3 days later. I followed up regarding to quote to find that Valencia had gone on leave and not handed the case over to anyone else. Her automated email response listed an email address to contact, however, this wasn't spelled correctly so was of no help. I called in and spoke to her manager, Brandon Moonsamy who undertook to sort it out. About 2 weeks after this, I received a release document requesting my information for payment. The indemnity document they had sent had the wrong claim details on it, so this had to be re-issued which took another 3-4 days. The correct document was returned to them the day it was received, 27/09/2019. The release document claims that payments can take up to 10 working days. Today is day 17 and still no payment, I'm getting pushed from pillar to post with not one single person willing to accept the blame and resolve the issue. I honestly feel that their service is shocking, I feel so bad for their clients and I'm actually not sure how that business is still "operational".