Claims department poor service

I am a loyal supporter of Old Mutual, i have 3 policies with them, but unfortunately i have been having a uphill struggle with them over my late moms annuity pay out.

Email after email and i get the same reply, i call the claims department and all i get told is we will call you back that never happens. My financial adviser said the money would be paid in by yesterday but i spoke to my bank and nothing. How can i trust you with my investments when i cant even get a courtesy call or email keeping me advise.

We are all struggling during this time and its made it worse that my mom passed. Please just do better