Old Mutual does not seem concerned in fulfilling policy claims. Loses important documents

I am most distressed Old Mutual South Africa . I sent in documents for the maturation of my policy on the 28th of January. Today, 10 February, after numerous emails from me requesting feedback, I received an email to say that the documents were not received. How can this happen when I received an automated response on the 29th of February stating that the documents were received and that I would be contacted within 48 hours. Please urgently assist