Old Mutual treating a death claim like party claim

Policy number ***2; We have instituted a claim mid February around the 10th at the branch and they did not take all documents. Now we finalized with all documents by the beneficiaries and we still did not get paid despite the fact that some of the beneficiaries need the money for their schooling as the deceased was a bread winner. Last week on the 10th of March I was told the matter will be resolved with 48 hours but today we are still waiting and the story has changed to being we will get payment by the end of the week. We have made commitments to creditors based on their promises and now we are being negatively affected by their delay and lack of concern.