Other clients are more critical than others

I have educational policy with Old Mutual. I have been doing a Part-withdrawal on my policy for couple of years. The turnaround time honestly was 4 days at maximum. Last week Thursday I app**** as usually and today nothing is happening. When I call them the lady told me the turnaround is now 10 days. when I ask why she said only the funeral plan are much more critical than other portfolios. So I ask her I am also important because its my money and I need it as of yesterday just like clients of funeral. So Old Mutual and Dstv are the same whatsapp group, they are not afraid of clients leaving them to other service providers