Poor service from Old Mutual

I have been a loyal customer of this insurance company for almost 23 years. I have a flexidowment cover which included funeral cover for my parents..my mother lost her battle with Covid 19 recently and I put a claim against Old Mutual and I called the number in their website *** to track and check the progress of the claim as I needed the money to pay for the funeral. I have never seen such incompetence and being sent from pillar to post without getting any help from any of the people answering the phone. The voice recording claims that all calls are recorded for quality purposes but I have spent an hour on the phone being refered from one department to another without getting any help. I feel that as a customer I have been treated so bad by the agents so much that they have hung up the phone after asking me to hold. This has been the worst treatment I have ever got from any service providers. This is the second time I have claimed against this insurer and got exactly the same service. I wish I could cancel all my policies with Old Mutual but have been with them for almost 23 years and feel trapped as a result. It is all good for them to deduct premiums on a monthly basis but it is so difficult to put a claim across without going through the traumatic experiances I've been through