Poor Claims Service from OLD Mutual Protect

In 2020, my mom opened a new funeral cover of R50 000 with this company with my help. She died on the 15th of April 2022, and up to now I have not received any payment from that policy as the beneficiary. My mom had a paid up policy of R7500 with them which was under Old Mutual Group Schemes, but this policy from 2020 is under Old Mutual Protect. I claimed on both policies on the same day, the 20th of April 2022. The Old Mutual Group Schems policy paid out on the 17th, but the Old Mutual Protect policy has not, and I am up to my neck in debt because I had to take out debt to do the funeral. Due to how long it has taken, I went to their offices on Tuesday 26 April 2022, and the consultant only said she will escalate the matter to her superior. When I called the call centre, I was told that the claim was referred to forensics on the 21st of April. Doesn't Old Mutual care about their clients? On top of having lost my mom, now I have to deal with this? How am I going to look to people from whom I borrowed money when I keep telling them these stories from Old Mutual? What about the debts I have to pay? What if I had no other way of doing the funeral? Someone please help advise, worst of all is it's a public holiday tomorrow and I will have to wait until Thursday to do a follow up. Is this how Old Mutual Protect usually works? After this, I am never joining an Old Mutual policy again. In fact, I will start looking for Life Cover elsewhere ASAP just so my family doesn't have to go through this again.