Funeral claim

On the 14th of December i submitted a claim, the following day i received a message requesting my banking details, i went to Kenako mall and submitted and sent to the following email address ***, On the 17th when i called to find out about my claim a lady by the name Andisiwe Mayekiso informed me that they never recieved any document. I went again to Kenako mall Old mutual and i was assisted by Robyn, an email was sent to *** attached with my capitec bank statement. On the 18th December received a message requesting a DHA1663, i went again to old mutual at kenako mall and was assisted by Esetu Willie and submitted all the documents including the death, on the same day received a message saying my documents were received and i will receive feedback within 48 hours. On the 22nd December i went back to old mutual at kenako mall since i was not receiving any feedback regarding my claim, they placed me on the phone and i was informed that they will do an assessment that i must wait for 48 hours again. On 28th i went to find out regarding my claim again, emails where sent to *** to find out about the outcome, bt there was no reply i then decided to leave, because there was no way foward about my claim. On the 29th decided to go to old mutual at Greenacres the Bridge, and i requested to speak with the manager a coloured male then requested for the reference and he went back inside, a female by the name of Reney came out and she informed me that the manager is not available and she went back inside, after a long time she came out and informed me that they have escalated the claim and i must wait for a sms on my phone. When i asked how long will this process take, she rep**** by saying 'i must just wait for the sms'. I made a call to ***and i spoke with Firdlus when i explained everything, she also said that she has escalated the claim, and she also did not know how long it will take, i am still waiting for the sms, i had to borrow money to bury my niece, i am so disappointed with old mutual, the is no sense of urgency they only give poor service to their clients