FIRST TIME DREAD DISEASE CLAIM-OLD MUTUAL DISAPPOINTS

For the first time ever I lodged a claim with Old Mutual. After a few years of having the policy. In Feb 2020 I was diagnosed with a large macroadenoma - Pituitary Tumor and excessive growth hormone (Acromegaly) Early December I submitted all the necessary documents to prevent any possible delays. Low and behold within a few days of submitting the claim I received an email requesting for 1. either my surgery to take place (Jan 2021) or alternatively supply the specialist report!!! I sent the accessors response together with my initial claim application to the Old Mutual complaints dept , Arbitration as well as the ombudsman. To date no courtesy call from the Arbitration or Ombudsman. Why the need for an Arbitration dept if no intervention?? A huge company such as Old Mutual????? My surgery for Jan 2021 would more than like be postphoned once again and it doesn't take a genius to see that the risks would be far greater for me to have surgery amidst the covid crisis we are in and peaking more than likely mid Jan 2021. Please assist me in taking this matter to the highest authority locally as well as exposing this lack of service to the Old Mutual Head Office Internationally.