Poor Service Claim admin

My father had three Policies with Old Mutual before he passed on. When he died in January 2003 we submitted claims on all three policies but only the two paid out. It became such a mission for us as a family to get a payout from his policies and only the two from the three eventually paidout last year in Jully except His Annuity policy proceeds whict are still withheld by Old Mutual.

After Submitting a claim on His Annuity policy we had to wait for about a year and only then we were told by Old Mutual that the Letter of Authority that we send to them last year when we submitted a claim did not suffice and they then asked for the letter of executorship instead.

We managed to get a letter of executorship and even after having sent it to them they still insist we have to wait for their Turn around time. BUT How much more must we wait when we have already waited for more than a year for them to even just give us a feedback on this.

My father used to say Oldmutual is an insurer of his but I failed to understand why, because they are so inconsiderate of what their clients family is going through financially after his death. They can't even call us to address this but they didn't hesitate to call my father when his Monthly Premiums payment was behind