Claim Turn Around Time Lapsed!

We submitted a greenlight funeral life policy claim at the Maponya mall branch on the 29/12/2021. on the 30/12/2021 I received an sms confirming that everything has been received and our claim will be processed within 2 working days even though the consultant at the branch confirmed that it will take 10 working days. I have called them twice today. First spoke to Derrick. He didn't want to keep me holding on for too long as looks like he couldn't understand and said he is escalating the claim request and someone will call me before or at 13:00pm. no one called me at 13:00pm. I called again at 15:00pm, spoke to a guy Faraz or Farai, not sure of the spelling. He says documents are outstanding!!!! when we submitted everything at the Maponya Branch! He then kept me holding for 15 minutes until I hung up! can someone process the claim payment ASAP as we have waited the 10 working days and no one is saying anything and there is no communication from Old Mutual.