Old mutual is incompent

Please assist. My mother is struggling to get her money from old mutual and there is no communication happening between her and old mutual. Went to the branch 2 times, and called also. Issue is. I made a claim for my mother using the ussd code, waited for several days no money was in. Tried WhatsApp still nothing. We then went to the branch. De aar branch. Those people were so friendly and tried assisting my mom 100%. They called someone and that person said money was not authorized and the guy at the branch must do a follow-up. He did and also submitted the documents. Till today there is no money paid. We understand that making the claim using the ussd code and WhatsApp kind of delayed the process but now it's almost three weeks there is nothing from Old Mutual. Sad thing is my mom has a funeral cover for my grandmother at Old Mutual because we trust OM now they are disappointing us what guarantee do we have if they won't do this again because my grandmother is 87 we can not start over else where. Please help my mother because there are debts needs to be paid because of borrowing money for funeral expenses.