Incompetence on a death claim

My mother passed on the 10th of May 2022 and she had an income policy with old mutual. I logged a death claim on the 23rd of May at an old mutual branch, gave the consultant all the requested documents and was given a print out that after 10 working days the transaction will be done. Fast forward those days nothing was done no feedback no nothing. Had to make numerous phone calls to the call center where the consultants sends you from pillar to post. Then I decided to send them a DM via Facebook, they responded to my email to my surprise there are missing documents. So basically if I did not do any follow up then my claim will be floating on air. The claims department sent those forms and I returned them, only to be told that it will take another 15days.. Why are they making their problems mine, I logged this claim a month ago and still have to wait.. ****** ridiculous 😡