Retirement Annuity Payout

My wife has requested her retirement annuity pay out and it is a month and she has not received the payment. Having said that, the lack of communication from Old Mutual w.r.t the status of the payout has been very poor to non existent. We are only just to grateful that this is not a life policy that was desperately needed. It is times like this that people loose faith in FSP's that tell you just how quick a policy etc will be paid out and then only to find out really how complicated is the payment process.