False advertising and poor service

Last week Thursday I submitted a death claim via WhatsApp and I have not been paid since. Same day I visited Ghandi square and I was informed by a consultant that my claim was active on their system and she advised me not to resubmit my documents as same would take longer and be considered a double claim. To my surprise I never heard from old mutual since and this past Monday I rated their service 1 out of 10. I assumed that there would be a follow up after I spoke with their consultant and to my surprise nothing. This service is extremely pathetic and false advertising as they pride themselves in paying within 24hours of receiving a claim. I’m my case it’s exactly a week with no questions asked or at least keeping me informed about the status of my death claim