Old Mutual, the giant insurer, small in service

It has now taken nearly 2 months to get my 2 year old son's policy cancelled and paid out. The problem started with Old Mutual not loading the policy under my brokers code. I cancelled my other son's policy, which is the same with my broker within 1 week with pay out. We are in a financial situation and Old Mutual is continually sending different emails instead of resolving this issue - why did my broker do exactly the same thing for exactly the same policy with the same Old Mutual within 1 week?????? This is serious bad customer service. They respond to a mail within one week!! The person is Celeste Arendse - Old Mutual Life Assurance