Bad service delivery old mutual

On the 4th of November 2019 ..I claimed on my funeral policy I had for my mom who passed on the 2th ...by the thursday the claim was on settled due to DOB differnce as they claimed. I had to fight in order to prove that was not true than later that day .I received a sms stating the relationship has had to be corrected and therefore the expected amount would be payed cause the cover has to be recalculated. Late Friday afternoon I received a 40% payout on the cover and we barried my mom on the 9th. On the 15th a submitted a complain and received and received a call from customer care with a follow up message that the complain has been handed over the branch manager where the policy has been taken. The 28th of November I called the manager and he claimed he could not contact me since he was on leave and that he would return my call the following day. As for today I'm still waiting for my call to be returned and If maybe the call was returned on the day of the 29th of November 2019 and I was out of reach ...witch is possible since I'm a consultant myself than why , why should one call in order to get a good service rendered. Is it not the responsibility of old mutual to deliver a service.