Old Mutual not adhering to their contractual obligation

Our mother passed away on the 15/08/2016, she had a life cover policy with Old Mutual and on the 22/08/2016 we logded a claim against policy no: ********** 7 we were issued claim ref no: CE ********** .

On the 13/05/2017 we went to Old Mutual office in Hammanskraal at Jubilee Mall to here of any progress on the claim, we were only told then that we should provide them with our mother's medical report and that was done on the 16/05/2017.

They promised to come back to us within 10 working days, that never happened and on the 11/07/2017 we made a follow up and again we only learnt then that the medical report was never received to the email address they provided. The medical report was emailed again to the same email address on the 13/07/2017 and we got feedback that we will be contacted shortly, it never happened.