Extremely POOR service

We have submitted a claim to old mutual for a life cover one day after the passing of a love one. We were told that the turn around time is 10 days and pay out will be made. On the 10th we are asked for additional documents. I really dont understand why werent we asked for the documents after the claim was submitted and why do they wait a whole day working days to ask for the documents. Now we are told to wait another 5 working days. This is seriously very Poor service.