Bad service!

My husband (a veterinarian) had a shoulder operation done on the 12th of December. We have insurance with Old Mutual as his job is no work no pay. He is a production animal veterinarian which means that he could not perform his duties for 3 months and is still not able to work at 100% capacity. We only claimed as the doctor's recommendation. "Client could start partial capacity 01/02/2020 and full capacity 01/03/2020" We were paid out for only 12 days. We put the claim in on the 27th of January and the only finalized the claim this week. There are no answer when you phone the claims dept and no feedback during the time between 27 Jan and when the claim was paid out. I am extremely dishearten as this is not the Old Mutual I came to trust and depend on. What are they going to do if my husband pass away? My kids are going to end up on the street!