I can't believe this is the same Old mutual I trusted for so many years

After reading some of the reviews here it is evident that old mutual does not care or understand the concept of Customer service. We submitted a claim in 2018 and until now it's not paid out. I've been sending emails and nobody bothers to reply. Yesterday I called to make a follow up and spoke to a very rude call centre agent by the name of Mohammed, he said somebody will call me within 24 hours, well, I'm still waiting. The experience I received from old mutual is beyond pathetic!!!