Old Mutual Union Death claim still not processed after a week of Submission.

I submitted a union death claim (SASBO) with OLD Mutual.First of all i went to the Northgate branch and non of the old mutual staff knew about it.They took my documents and said they would sent them to Nadia of which they didn't when i called Nadia the next day she said she didn't received them.I had to send the documents myself to Naidia.I received an email with a form that i needed to fill in,i did that and sent it back and i still haven't received any feedback ,i called the 0860 customer care i stayed on the line for 15min with no answer i even ran out of airtime.A death claim that takes a whole week to pay out.IMAGINE!!!!!!!!!!They keep sending me emails asking for the documents 1by1.