Retirement Annuity not paid for 1Yr 3 months.

We have submitted a claim for a retirement annuity of my late father, last year September, till this date, we haven't received a payout from Old Mutual, every time we do a follow-up we are been told that everything has been submitted, and the certificate of clearance came back from SARS. The claim is currently with the Administrators waiting for Authorization since October it's been waiting for authorization, whenever we speak to a consultant via the call center, they are escalating the matter we should call after two days. We are so disappointed with Old Mutual as our school fees and tertiary tuition fees are outstanding and without food to put on the table. ( I don't wanna mention the process we had to follow, incompetency from the branch level) Old Mutual is not a reliable company. They don't keep up with their promises.