Is this the norm?

My goodness, the staggering amount of complaints about Old Mutual's ************* processes and poor client communications just blew me away. It didn't even occur to me that such a power brand would be so inefficient, until I was confronted with the reality of it. I filled a claim on 04/08/21, in branch, and was told that all paperwork was in order. I was given a timeline of 10 working days for processing. I called on 17/08/21 to verify that everything was on track and was assured that it was and that it will be completed on time. The specified date of Thursday 19/08/21 came and went. I followed up on Monday morning 23/08/21 and was told by the consultant that there had been an internal payment processing issue and that she had escalated the claim and funds will be released manually. She apologized profusely and then assured me that it would be done that day. Low and behold nothing happens. I called again this morning 24/08/21 only to be told that the claim was not escalated as I had been told and no further processing had taking place yet. When I asked that the call recordings be reviewed, I was told that there are no logged recordings or notes from the previous consultants. The consultant I spoke to today, once again said that the claim was NOW escalated and will be finalized today and confirmation emailed. As yet NOTHING. It is also worth mentioning that I've spent almost two hours on hold trying to get through on your query line and have been cut off twice after holding for more than 20 minutes. Surely you can do better?