Letter of value request

My husband had an RA with old mutual He passed away 18 March 2023 I went to get a letter of authority ship in June 2023 and was asked to come back with a letter of values for all the accounts the deceased has with old mutual The first time I went to the old mutual offices in Phoenix was June 2023 They requested the letter and assured me I will receive an SMS asking me to pick it up I have since been to the offices multiple times and every time they say the same thing .. 10 working days It has been 1 year now that I haven't claimed my husband's benefits since I have not received the letter of value ☹️ I am really disappointed in the company My whole family deals with them and this is not the level of service we expect