Old mutual claims complaint

The past couple of months have been a complete nightmare over a simple claim that required a divorce degree. I've emailed it faxed it been to the branch with a hard copy numerous amounts of times but I still haven't received payout. This is quiet infuriating as I don't know who to hold responsible the staff at the branch have been trying to assist an escalated the matter but to no resolve. I'm at my wit's end trying to understand how can such a simple request take months to process who do I speak to for answers who do I hold as ***********??? The consultants at the Newcastle Scott Street branch are trying their utmost best to help however some one at head office is neglecting to do their job and need to be dealt with as I have had enough of this up and down... Ref no: CEB***. HE Booysen(***)