Bad Client Service

My father passed away on the 8th of August 21 and had a policy with Old Mutual Wealth with client no:AL3332/0 with investment Conract no: ***0 the Product : Linked Retirement Income. On the 16th of September I went to Old Mutual Mdantsane Mall with My mother to find out about this policy and we were put on the phone with Old Mutual Wealth and they ask us to email the copy of my father's Identity document and a copy of a Death certificate so that they can give us the options in which we emailed the same day, they gave us this Reference no:***. On the 20th of September 21 , I sent an email to Old Mutual Wealth enquiring about this policy only to be answered by the automated email with reference number: ***. We have been waiting invain but still no response from Old Mutual Wealth about what our options would be.