Disappointing service and customer care

This institution operates in bad faith. When I first called in to make a claim, I was berated by a consultant for not calling in within 48hrs of my mom’s passing and there seems to be no clause in any of the policies to support that claim that supports that stance. Though all requested documents have been sent after the submission of a claim, we still don’t have a clue of w hat’s happening. I call almost everyday for answers but it seems that there’s always an ‘escalation of the issue’ common response that is conveyed before any positive response is received from Old Mutual, if at all. The claim was submitted on 19 July 2021 however, the consultants seem to have no idea why all the monies to be paid are held up and not finalized.