Claims not paying out.

Good day,<br> It has been 20 working days since this claim was submitted. Each and every day since last week we have been getting different answers. This is the first time there is a claim. We are working thru Risk Free Solutions in Kimberley with a agent for the past almost 3 years . This morning we received the news from him that this could take 10 more days. Me and my wife has spend almost 3 days trying in getting all documents the still need. He makes this our problem now? Each time we phone Old Mutual we speak to different people,and nobody can assist us?<br> How do we go to work?