Almost 3 years for a pay out on a policy, ridiculous!

So i reviewed old mutual in September on hello peter, i got 1 response from them and nothing further!

My dad died in 2021, we are now going into 2023 and i still dont have answers Regina Molaudzi asked for documentation which i sent her the very next day, she doesn't respond to an email, answer a phone call or call back no matter how many times you leave messages.

Why is this such a difficult process?