Poor Service - No e-mail monitoring

Old Mutual literally does not respond to e-mails. Or rather, they wait until the last hour of the 48 hours promised by the automated response. By doing so, they effectively delay the pay-out of a policy by days, if not weeks, because, instead of checking whether forms have been completed correctly and that all attachments have been received, they give you feedback on one thing at a time, and that's if you are lucky enough to even get a reply. I have asked them more than once, on Thursday last week, and again today, whether all documentation have been received. The e-mail remains unanswered and they have not settled the claim, conveniently.