Bad and unresponsive service from OLD MUTUAL

I am so dissatisfied with the service i have received from old mutual - i have been trying to get money from a lapsed policy since December 2020 with no joy! I have been asked to submit the supporting documentation 3 times and but nothing seems to come of it - I have been to the Brakpan & Tsakane branch - and they say we need to start the process again but after a few weeks i get an sms telling me if the documents are not received they will cancel my claim. This is really unprofessional