Policy Claim

In this case we have submitted my mothers documents after she passed on the 12 April 2021. The claim was on her policy she took with Old mutual, when my sister followed up as we were preparing for the funeral, at the branch at Scottburgh they told her that she have to wait for ten days for the claim to be released, that was in April 14 - 15 to be exact. I wonder if the ten days promised really last this long? Hello Peter kindly help.