PATHETIC SERVICE: INVESTMENT PLAN WITHDRAWAL

I have an investment plan with Old mutual when I took out the policy I was told that I can just withdraw from it whenever I have a financial emergency and now I have submitted a withdrawal request on the 29th of June and only got an email with forms to complete on the 6th of July which I completed and returned same day with the required documents and today it's the 14th, no response whatsoever, not even acknowledgement of receipt of documents. It's not even like I'm borrowing their money, this extremely pathetic service, I'm wondering if I shouldn't reconsider putting my trust in them with my finances, as I even have a funeral policy with them, it looks like even when I can face tragedy of death of a family member, I will not be able to give them a dignified funeral as I will have to wait a year to receive payment. I am totally disappointed and extremely disgusted by this horrible service.