Old mutual insurance claim payout

Went to branch because telephonic service and email is non existent. Submitted all documents during the branch visit on 28/01/2021

Logged a claim and on the print out says the claim will be settled in 10 days. It is now the 17/02/2021 and no feedback whatsoever from old mutual and telephonic service is once again non existent. Debit order still went out for the policy even though the claim has been logged. Old mutual has poor service when it comes to payout or for claims