Life policy claim.

I took out a life policy for my mother , she passed away. I logged a claim with old mutual 2 months ago yet till today I am still waiting for a payout. No updates, nothing from their side unless you contact them.What is that?! Why does one have to fight with Old mutual for such things and yet everything was ok when premuims for the policy were being paid now payment is due there are delays!!. If this is what I am experiencing, one should rather just terminate the policies that I currently have with Old mutual. Appaling lack of customer service and communication. One can't even grieve whilst pushing with you guys to communicate!?