Old Mutual Funeral Cover - No reply / No service!

So Mom's got funeral cover with Old Mutual for years. Always pays on time no problems. Now when we need service ..... it is a problem. She's been trying the last month or more to update her beneficiary on her Funeral policy. Then they had her contact number wrong. Then eventually she got hold of them..... We've sent all documents back to Old Mutual on 25 Jan and received a confirmation email with a ref number. Being all exited that we are getting somewhere and that this will be updated and sorted...... we are still waiting for a call or someone to reply on the email. This is serious and it seems like either Management don't know this or they do? If they do what are being done about this? I really expected better service than this from a Company like Old Mutual! How long will it take a person to capture or change details? 5 min or 10 max. People trust Old Mutual with their money and family per say..... But the service is appalling! How do I trust a company like this with my future Investments and Life cover? You cannot even get hold of someone....... I tried to call again now..... you hold on forever! Why do a person have to complain first before things are sorted out. Hopefully this matter will be attended to. Let us see.....