Lack of expertise and not paying out claim in the promised time

The process of getting a claim paid out from Old Mutual is like pulling teeth. The call centre doesn't answer and when they eventually do, they have no idea what you're talking about and just pass the buck or promise to call you back and never do (still waiting weeks later). I eventually was told to go into a branch because no-one could help me, only to sit in the branch on the phone with the call centre! And then I was told they can't help me either because they don't have the expertise in the branch to do so and the person who could help me has gone home for the day (at 10:00 in the morning!) I eventually, after many calls and money spent waiting on the phone, got in touch with an "advisor" who I have to constantly probe for updates. Initially I was told it would take 20 working days at most but now I'm being told it will take longer because the process was only started now. But I've been going through this since March?? I am kicking myself for not just pulling all of my money out of Old Mutual because they clearly have no idea what they're doing and want to hold on to your money as if they've been the ones paying the premium all these years.