No payout for matured policy - red tape restrictions imposed

My endowment policy matured and needed to be cancelled and paid out. After calling the Old Mutual call center for a few days and holding on for hours on end, I eventually got through (halleluiah!). The service agent e-mailed me all the documents with very strict instructions for certification to be handed in at nearest Old Mutual branch. I had to take a day's leave to get the forms printed and certified at my local police station which required an appointment (due to Covid-19 protocols). After travelling out of town to the Old Mutual branch at the Vaal Mall, they informed that they had no idea how to process the documents, neither did they know who to send it to (so much for a blue chip company and the competence of their staff !). After loosing faith in their ability to assist, I called the call center to assist. The agent informed me that they have since opened a new account number for me and that I had to repeat the whole documentation certification process, with no regard to the time and hassles this requires and without informing me beforehand of the change. I have since decided to e-mail them the original documents regardless of their utterly useless and non functional internal QA systems and clueless branches. My attorneys have since drafted a letter to Old Mutual seeking clarification before opening a case of ***** with the ombudsman. In addition I have also since sent a letter to Wendy Knowler of consumer watch to expose the ********* behavior and business practices of Old Mutual and to warn consumers and potential clients who intend investing their hard earned cash with this company.