Old Mutual Claims Department rude and unprofessional

I have just phoned the claims call center to inquire about a death claim that has been dragging on and on and apart form a promise via email nothing else has happened. So I phoned the call center and ended up with a male who immediately told me that I cannot inquire about a claim if I do not have a letter of consent from the client. He did not allow me a moment to explain to him where I fitted in or that we have been dealing on behalf of the beneficiary for months. he was blatantly rude and told me that he is going to put me trough to someone else.Her then transferred to the "rate my call" option. Fabulous , is it not? I tried the numbers on the email but they do not exist anymore and since I am not prepared to be treated like that AGAIN I decided on this option. I demand assistance