Service is not good

Hello Peter My parents had policy in Old Mutual I filed a claim on the 6th of November 2020. It's the 18th of January 2021 and I'm still waiting. I sent them numerous emails and called them a dozen times. They keep promising me that the payout will be made. Last week the said they are waiting for the calculation department to respond. I told them I'm leaving the country tomorrow and I need this matter resolved. I call and they keep me on hold then hung up on me they don't communicate. The last person but spoke to promised to call me back and didn't. They don't answer my emails.