Constantly Shifting payout date a week before its due!!

Shocking and absolutely disgusting code of ethics!!! Old mutual is constantly shifting the payout date a week before the pay out is due!!! W submitted a life policy claim as beneficiaries at the old mutual branch at pavilion on the 28/01/2020. We submitted all relevant documents and were told that we should expect the payout on the 15th working day from the day documents gave been submitted.

On the 13th working day of our claim process(14/02/2020), we were told one of the beneficiaries IDs was not scanned correctly. We resubmitted it on the 17/02/2020. We restart the process then on the 7th working day from the start of the process(27/02/2020), were told that the death certificate was not submitted. Now my question is how did we even get registered for a claim if the death certificate was not captured in the first place? Also if the death certificate was not captured properly, why weren't we notified when on the 14/02/2020 along with the unclear ID Document? I suspect a reluctancy to payout!