CLAIM TAKING LONG TO PROCESS

Old mutual a taking long to process their claims, I filed for a claim in February this year and it is still not yet processed. Every week I call them but all I get from their consultants is that they will escalate my claim, but nothing happens after. I have submitted all the documents they wanted from me but still nothing is happening. Their consultants always say they not sure why the claim is not yet process its been a while but they have escalated it but still nothing happens. This frustrates as a client because every month they still debit even for the deceased they still debit for him.