Old Mutual services appalling.

I have had the worst experience ever while submitting a claim on my late mother's policy. They made me do a whole back and forth to open a late estate account for a policy where I am the nominated beneficiary, I told them I didn't think it was necessary but No did they listen. I went to the Master of the High Court in order to get a LoA to open the account, and the consultant's at the Master told me to tell Old Mutual to read the Estate Act as the Master's office does not get involved where there is a beneficiary. I went back to the Old Mutual branch on Smith Street, Durban and they made me wait on the phone for more than 30 minutes, calling their Wealth department from their offices. Still no answer. My claim is not being processed and no one seems to know what's what. I'm frustrated.