3rd party claim incompetence

My mom had an investment with Old mutual for years, which I am the beneficiary of, she passed on in May 2024, I went to Old mutual to make a claim on the 15th of June 2024 and up to today I haven't gotten the money and nobody is telling me why, went back to their offices in August,only to get a message that it's being processed, I am not happy with the service and their phone just rings with no answer for over 20 minutes, I'm even considering canceling the funeral policy I have with them