Old Mutual non-payment of claims

My late mother had policies with Old Mutual that same were being deducted from her persal number. Since her passing last year January I have been completing the same forms and this year again completed the same forms that I had to complete last year. I have been sending emails to ask about how far the process is and no response has been given to me. I sent an email to follow up on Monday there has been no response from Old Mutual.