Poor process for policy claims

I have submitted all relevant document to make a claim for a deceased. It has been 3 weeks already and there hasn't been any movement on the status of my claim. Every time i call in i am told there is a backlog for approvals and the claim application is pending approval. I have called 4 times already over the three week period, each time i am asked to call after 3 days, when i call i am fed the same nonsensical story, as though its my problem that there is a backlog. The lack of proper service has been very disappointing to say the least. In my experience, companies such as Momentum are fast when it comes to such. It is painful enough having to deal with a parent who has passed on, but to have to be further subdued to Old Mutual's lack of proper process and poor customer relationship management casts an even dimmer light on the company's compassion and brand goodwill!