OLD MUTUAL - claiming a funeral cover is like negotiating a business deal

On the 3rd of September, 4 days after my husband passed on, I submitted a funeral claim using their website. The following day I received an email indicating the documents were incomplete of which I attended to the corrections and emailed back to them the same day.

9th of September I contacted old mutual claims department, the lady I spoke to told me straight out I am delaying the process because I did not cc claims on that email I sent cause now its sitting and was not even scanned. Like I'm to know how they work, but she then asked I email the documents straight to claims. When asked how long it will take I was told it can take up to 3-4 days and that's if they lucky and manage to get hold of the Investigating officer (why then do you require a police report???????????????)

15 September I called to ask what is the hold up and the woman told me they cannot retrieve the document as I had not attached anything, after about 30min on the phone she finally located the attachment and I was told it wasn't scanned. Today its the 17th, 17 full days since my husband died and I am still waiting for these damn ****** to decide if all premiums that have been collected all these years without fail are actually with the obligation of the contract entered into. Now I understand why a family would show up with a coffin at your branch. To think he has 4 policies with these ******