Horrid customer service

Absolutely pathetic customer service from Old Mutual. I have been with them for over 7 years and have about 4 policies. I recently had to do a claim and my physician had to send through forms, she obviously emailed it to the email address stipulated on the forms on the 02/11/2020. She got an automated ref back. I called yesterday to get some feedback and firstly the lady says there is no paperwork reflecting. I was shocked and then gave her the returned ref, she found the paperwork but then says it was sent to the wrong dept and she will forward it to the claims dept and I have to wait another 5 to 7 working days. I am extremely disappointed in the service and I seriously am thinking of cancelling.