Poor authorizing department

After 5 months of calls and emails on the 31 May our claim was approved and to date 2 weeks in full, 10 working days the authorizing department has been working on authorizing one policy pay out. I have called every 2nd day from then and all that everyone that I speak to say its awaiting authorization and the will send a mail. I dont know if the is anyone who can help us or give us advice because apparently you cant call dat department and according to old mutual policy, policy are paid within 72 hours this is now 240 hours and still not sure when it will be paid or if we will be paid but they will send a mail to the authorizing department.