Policy Withdrawal Unnecessary Delayed - CCC***8

On the 19th Sept i sent a request to have my policy paid out, on the 20th i received a call from one of the administrators who confirmed and assured me that all my documents were fine and my claim had been forwarded for further processing. When i made follow up on the 02 Oct i found out that my policy is sitting with pricing, at 16:00pm i received an email from Tamara who advised that i needed to send a hand signed form. (Tamara was actually very helpful). when following up on the 3 Oct i am told that the policy went back to pricing which takes another 7-14 working day. The issue i have here: 1) I should have been told that my documents are incomplete instead of only knowing about them when i made a follow up 12 days later. It was the administrator's responsibility to check and ensure that. 2) Why was this picked up only when i made a followup? Doesn't Old mutual have some kind of a monitoring system and follow up on customer's claims> After all, this is my money and i shouldn't be given hassles about it. 3) I fully expect Old mutual to escalate my claim and get it paid in the next 24 hours as i had clearly indicated my reasons for withdrawing it. What is the point of investing with you if i have to go through such hassle to get my money? 4) Lastly, i understand you do not have control over the pricing system but unfortunately that is none of my business.