Not treated fairly as a Cilent

I am disgusted with the service i have being receiving from old mutual. When i took out the policy in 2013 with Nishi i was informed that the claim will be paid within 3 to five working days. I have submitted all my details on the 13th of January 2021 regarding my investment policy and i am still waiting for feedback. It being 8 days now. I am struggling to understand what's taking so long because i have being paying my premiums on time all along so why is it hard to pay me my money. I have being calling your customer service several times with no valid feedback.

Please assist me. I want ALL my money on both investment covers. The only active covers will be the life cover and funeral covers which i am failing to understand why i am not getting any cash back because when i took out this green light policy i was informed it has cash back.

Please assist before i take this out with the ombudsman's