Poor service

Once again, we experience poor service from Old Mutual. My husband was notified by Old Mutual in October that there is a claim payment that is due to him from his late mother's policy. He supp**** the consultant with the relevant documents in late November. The consultant confirmed receipt of the documents on 01 December 2016 and confirmed that the claim was being processed.However that was the last we heard from her. We tried on numerous occasions to contact the consultant via telephone but no one could give us information about the progress of our claim. My husband sent Shamsaleima an email at the beginning of the week and attempted to call of her too but he reached a dead end. The consultant's phone was never answered neither, was there an option to leave a voicemail. We eventually called the claims department however no one seemed to know of a claim due to us. This process has been nothing but frustrating because we are in the dark about the claim and there is no communication regarding the progress. It is shocking that an insurer as big as Old Mutual only has one consultant in Cape Town that is yet to assist us with this claim.