Claim not paid

A mistake happened when i opened a funeral cover with old mutual the D.O.B of the now deceased was incorrectly cuptured no one noticed that untill now when its claim time i submitted the claim on WhatsApp i waited the 48 hours no money came i received a massage that says i need to uplod doc i uploded the required information after 48 hours there was no money in the bank i then went to the branch the lady told me to go make an affidavit i did ahe submitted the affidavid and asked me to wait 48 hours i did she then called me and asked that i go to home affairs to go verify the dead i did at home affairs they told me a death cert is a verification of the dead there is nothing more they can do for me i went back to old mutual the consulted couldnt tell me what was exactly needed from me he called the branch manager who then called the contact center the person at contact centwr said he is escalating the matter for immediate attention that was a week back nothing has happened i went bacl to the branch they suggested i put in a new claim i did so they told me to wait 48 hour its been 72 hkurs im still waiting so a claim that was supposed to take 48 hkurs have not been paid in two weeks im so dissapointed in old mutual. I need help how can i claim n be heard also if i call the old mutual center they ask if im calling from the branch or if im a client if i say im a client then im goner hold for ever.