Shocking and disgraceful "customer service and focus" from Old Mutual,

My Mother passed away on 16th March 2025. On 3rd April I asked Old Mutual to pay out the two active policies my Mother had. It is now July 22nd July - OVER 3.5 MONTHS LATER - and still no success, despite ongoing correspondence between me and "***"; "Arbitration Complaints Management <***>" and "Risk Complaints <***>". And most recently, on 15th July, from Arbitration who are the only department which has been helpful, "My sincere apologies for the way in which this have been handled. I will escalate this case to management for an urgent response to you." And, no surprise, another week gone an no response!!! Is it shocking and disgraceful that Old Mutual, with this simple, simple claim cannot resolve it? This cannot be considered as sound, customer-focused business practice - by any business, let alone a major financial service provider like Old Mutual!!!!