CLAIM NOT DONE AT BRANCH

My father passed away on the 30th June, he had a max invest policy with Old mutual on which my brother was a beneficiary, We approached the brach in george on the 2nd July to lodge a claim, We were assisted at the George branch by Mylo, he said that he had lodged the claim and we should wait for about 21 working days, Since then we have not heard anything from Old Mutual, I then told my brother to call them today to find out what is happening, to our suprise, there was no claim done from the branch and we need to resend the claim documents, this is complete incompentence, We had made alot of debt to bury our father and we need to pay the people back, this has caused a delay in the claim being paid out as it still needs to be sent to SARS and that will take a life time, WE ARE SO DISSAPOINTED BECAUSE WE THOUGHT THAT THE CLAIM WAS ALREADY DONE BUT THIS WAS NOT THE CASE, WHY WERE WE GIVEN THE WRONG INFORMATION , THEY HAVE NO REMORSE FOR PEOPLE WHO HAVE LOST LOVED ONES!!!!!!!!!!!!!!!!!