no response

i have made a claim at old mutual on the 18 december 2015 and they said the claim will be paid in 5 working days, i sent all the relevant documents to old mutual for my claim till today i have not received a response from old mutual, i sent an email with the reference number regarding my query but no one responded. i also asked them to send me my protektor policy number and reference number because i want to claim as well from that policy as well, till today i have not received any communication of response from them. our agreement on the deductions of my monthly premiums is that they should deduct on the 30th of every month but they deduct on the 1st or the 3rd of the following month and that is inconviniencing my monthly budget because of their late deductions of my premiums. when you phone you will be send to an answering machine that does not resolve your queries. i am sending this email requesting your team to assist me for this people to work on my requests, i am sitting with a claim from for protektor and i can't send it without the reference number and my policy number because i misplaced my policy number and reference number. i