Old Mutual not a good service provider

My Husband has 2 Retirement and Annuities with Old Mutual. He was medically boarded Feb 2018.This year when he received his tax certificate from Old Mutual, he noticed that the terms and conditions changes when you are medically boarded (Does not need to wait till retirement for payout)He enquired with Old mutual who advised that it was indeed so and that he needed some documents to process the claim and that he also needed to visit one of their branches. Early June we visited your branch in Wynberg. The first ones system was offline. (Which wasnt a problem )These things happen. We were referred to their other branch lower down the Main road. We waited for 1 hour to be assisted after which the consultant had no clue as to the process. Firstly he argued that it couldn't be done. Made us sit to wait for another consultant who could maybe assist.. 30 minutes later, the same thing happened after which they got the manager to assist who also never had a clue. Eventually, after 90 minutes we got so fed up and decided to leave as at that time they were still trying to find out what the process was. We then went to your branch in Tokai who gladly took in the documents, knew exactly what to do, and processed the claims. It is now 2 months later . To date no payouts were made. No joy with Old mutual. No communication from your side. We do the follow ups all the time and every time we contact you its more documentation needed and it delays the process. We really very very upset and at whitts end with Old mutual. We have several other policies with Old mutual and are really contemplating of changing our insurance provider.You need to up your game and ups**** your employees as to processes that they need to follow. The reference numbers for our queries are: RmmRc489896 and Claims***6 Could you please assist