Poor service from old mutual

I was informed that my uncle left a policy to me in his will when he passed away. I submitted all the necessary documents to old mutual on 23/08/18. I called them on the 30th of August to follow up as I had not heard anything and they informed me that it may take 15-21 days for payment however by 04/09 I must call in if I didn't receive an email with my options. I called back today 6/9 only to be informed that nothing has been done regarding my claim and that Sandra Morris who I spoke to will now escalate it and I must wait another 7 to 10 days to hear anything. I understand that there are turn around times etc but I feel that old mutual does not give enough information to clients regarding their claims. 20/9 will be the last day I should expect payment by(pmt between 15-21 days) however now I must wait until the 20th just for feedback. I feel old mutual needs to be more empathetic in the industry they work in.