Funeral cover with Old Mutual is a NO NO!!!!!

My dad passed away 05 December 2019 and my mum submitted a funeral claim at Old Mutual on 10 December 2019. And now it is the 13 January 2020 and she has still not received a payout. She has sent the documents requested but instead of payment she receives an sms requesting for something new.

Why does Old Mutual not have a tick box system in terms of documents required when you submit a claim. And why is it difficult for Old Mutual to make a payout?

We need to be healing from my dads passing but we also perpetually need to deal with the incompetence of Old Mutual.