Not happy

I made a claim on the 30th of December and Old Mutual gave me assurance that my claim will pay out between 15 and 21 days. After 21 days I phoned and the lady assisting me told me they send the claim to the wrong department. This is unacceptable, because I am in urgent need of the funds and still nothing. Old Mutual is quick about deducting installments but when it comes to payout....a whole new ballgame..... and to the wrong department??? Can you believe this. I'm not taking up any policies again in the future. And I will advise people to do the same. Its the second time i have struggled with old mutual.