Frustrated client

My mother has been struggling with a policy that must be paid out to her since my father has passed away... It was said it took 10 working days to be processed. 10 working days has come and gone.. so we followed up then they said no.. it's actually 15 working days and another 3 days... it's been 3months already and she's still waiting.. she followed up again and the answer she got was just everything is there it just takes time... from 10- 15 days to 3months. This is not on. This is very poor of you Old mutual. You expect people to installments on time but yet when it comes to the pay out time you take your sweet time. Truly disappointed.