refusal of the deceased funds

It's the second time I am raising this concern, old mutual should not be a busy that deals with policies and people's monies. they have no sense of urgency; they mostly dent know what they are doing. 4 months later they still have not paid in the client's funds, worse of all after they delayed the process, they want to further inconvenience the client by requesting for the same documentation that has been submitted to them multiple time to be yet again commissioned