Poor customer service by Old mutual-death claim

I'm so disappointed with the Old Mutual poor customer service. I and my cousin lodged a claim for my aunt who passed on a while ago. We lodged a claim on 28 December 2020 at Phumlani Mall Branch, on 29 December 2020, I received an sms advising we must bring my cousin's bank statement and ID copy via email, on 30 December 2020, my cousin submitted the documents via email, on 5 January 2021, I received an sms requesting the same documents as still outstanding, on 7 January 2021 I re-submitted the required documents via email, on 19 January 2021, I received an sms saying documents were not clear, on 21 January 2021, we visited Phumlani Mall Branch to resubmit original additional documents, on 25 January 2021, I received an sms requesting the same documents as still outstanding, Same date on 25 January 2021 I called the number as reflected on sms after about 45min the phone was answered and the lady who answered the call advised that all the required documents were in place and she said she was escalating it, on 1 February 2021, I received an sms requesting the same documents as still outstanding, on 3 February 2021 I visited Springs Branch to resubmit original additional documents again, Today 15 February 2021 I received an sms saying if I don't submit the required documents by the 1 March 2021, the request will be closed. My reference number with them is CEB***. Disappointed. Elias