No feedback from claims department

My name is Mandisa Nosihle Nxumalo l submitted a death claim on the 15th of September & I received 2 SMS 1 saying the documents received are not clear an 2 asking for additional documents including a police report..on Monday the 18th of September I re-sent all required documents including all additional requested documents and I did a follow-up was told all documents are received..will be notified if any documents are needed and I received another SMS saying that the will be a delay in payment of my claim..claim sent for additional assessment..until now every day am phoning old Mutual am told that from the 18th their are still waiting for an application form from head office nothing is done on my claim am not sure who needs to send the application form needed or who needs to send it but please can someone see to it please and give me feed back cause my claim has been sitting there from the time I sent it has not been worked on because of this application form. Than you