Delay on a claim

I was told that Old Mutual is busy with the claim. I followed up last Friday to find out if there is any thing outstanding. They said no and we will have a answer in 5-7 days. They Phoned my son this morning for documents outstanding. Documents wat is either already on file or like medical aid statements - he was only on a doctors plan since April 2019. This case is really taking time now and we are unable to contact of speak to a senior there.