Possible loss to small investors

I requested pay out on an annuity in 2011. The balance on the account to switch to a pension. The value was communicated as R 11k. Nothing was heard about this matter, till I started digging; apparently other issues clouded the pay out. In 2017 I finally get hold of a person, first there is no policy, and no value, then the policy appears in a discontinued system, I had to supply the policy number, the value also went down to R 10 k. I appointed a broker to deal with this issue. Since Sept 2017 to date we have been struggling to get this policy transferred to a different underwriter. It would seem that Mutual has not acted in good faith nor exemplary conduct in this matter. I am recommending to all my clients, friends and family that they move their business away from Mutual. The last e-mail sent was on 15 Feb and still there has been no communication from Mutual. Yesterday I received a standard e-mail - " ... we are attending to the payout...." How long does it take to pay out?