Pathetic and Unsatisfying service from Old mutual

Worse and pathetic experience am receiving from the advisor Mtusi at Montclair branch and call center agents. From the 5th February 2021 we lodged a claim with old mutual and have not been paid to date. Advisor says it's the call centre the call centre says it's the advisor who is not doing her job very well. We've been to the branch countless times and she is hardly ever there and if she is she won't give you feedback. How long does it take to process the claim coz on the 7th I was advised that the claim was approved and waiting payment. On the 14th I called again and was told a different story that they dont have any feedback but advisor Mtusi is supposed to be in touch with us which she is not doing