Retirement annuity claim

I have put in a retirement annuity claim on behalf of my late mother in August 2021, until today, no response from the board of trustees, when you call old mutual, a consultant will tell me they have made a note for the trustees to get back to me with feedback, I am especially dissatisfied with the service and the lack of urgency they possess and the oblivion to clients. one consultant told me it would take anything from 3 months to a year, another told me it would take up to 3 years, absolute ******* because they do not have the faintest idea of what they are doing and have absolutely no regard for their clients. I do not understand why this claim has to take this long to be processed.