Bad customer service

I put in a claim at the old mutual voortrekker branch on the 19th of May 2015, the person who was helping (Joseph Fenyane) put in a claim without the declaration of police form. Nobody informed me that there was a document outstanding until ten day later when i called old mutual to follow up. Then i was asked to fetch the form from the branch, when i got there no one knew where to get this form until i called the old mutual call a friend line where it was emailed to me. Something which the branch was supposed to do. Joseph does not know what he is doing, he gave me a very bad service and he doesn't know that a customer has a right to be informed and also a right to be heard. Up until today, this claim hasnt been sorted and i am being asked to come to the branch ( for the third time) after i had emailed the outstanding document to Joseph.