Old mutual does not want to pay out

My mother has a policy (investment) that was due to pay out last month when she turned 55, as we speak she is still waiting for her money that she claimed almost a month ago, but Old Mutual is not giving her any answers instead they are telling her to take a loan, irregardless of her telling them that she is not in a state of taking a loan as she wants to pay off her debts with this money and next week 14 June she had planned that she will be doing my 2 sisters coming of age ceremony with the very same money that she is still waiting for. I have taken her to the doctor twice already since this ordeal started due to high blood. I'm really out of ideas now, their ombudsman also has been of no help.