Bad customer service

I am so disappointed on old mutual, I had a claim December 2017 when grandfather passed on, they responded to my claim so quickly that it took them only 3days, then I had not reached my waiting period so I understood they could not assist , now that I have my father who passed on the 31/07/18 claimed on 1/08/18 I got an sms its being processed by the 1st of August, till today it is being processed, I received no communication from then I only follow up by calling, worse they tell me I should call next week which will be the date of 20/08/18, this whole process takes 20days to process when we being told about 48hours when we join!!!? Really dont know how to feel.