Old mutal claims useless

OK my father passed away in January of this year my sister and I filled in the necessary documents and sent it to old mutal even phoned them and confirmed they received the documents .to this very day I have not heard anything back from old mutal or anyone from the claims department it is now the middle of May that is 5 months of nothing ..why is such a huge company so little when is comes to paying out or settling claims but so big to ask daily for people's money which they delay and in my view don't seem to want to pay out ..