Terrible service from multiple departments

I have been trying to get assistance regarding a claim that I was contacted about. FICS (a tracing service provider ) contacted me about an unclaimed policy. I received email confirmation about the documents required for the claim to be paid out to me as the beneficiary. I have spoken to Ashraf and Zee in the claims department who delivered poor service. Then I spoke to Kayla at MS Life RAF who gave me information about the claim and informed me that management would contact me, I have never received any communication since. I then called again and spoke to Esmerelda and Luke who informed me that I have been dealing with the wrong department and then they referred me to Zeny and Robyn Adams who also advised that they would provide information, and until now there has been no assistance. The incompetence of Old Mutual has been unbelievably bad. No one seems to know what is happening and no communication or response. Terrible service. Hours of holding on the phone.