staff incompetence

I lodged a claim on 29 May 2017 at the Bridge City branch for my late mother's investment policy. Till this day the claim has not been paid and i do not receive any form of communication from Old Mutual with regards to the claim.

The consultants at the branches can never provide solid feedback on the progress of the claim. If the branch is not off-line I am given the call centre agents of which they don't assist too. The last form of communication I have received from them is on 29 August 2017, and that was because I was at the branch to get feedback. It was in the form of a text message stating someone from the claims department will be contacting me of which nobody has done so.

I do not understand what is causing the delay, worst thing is I am not receiving any form of feedback from them.