Transfer of ceded policy - is feedback too much to ask for?

My late Aunt ceded a policy to me a couple of years ago and eventually passed away December last year. I have been trying since the beginning of July to get the policy transferred to my name in order for it to be paid out. I find it extremely frustrating that when you phone the customer service centre you have to wait for at least 20-30 minutes before someone finally answers. In the meantime the audio recording says, "Please don't hang up. We will attend to your call as soon as possible." This means they know they are not providing an efficient service. So, you avoid calling the center.

Eventually, after a looooooong wait, Saliem Fakier helped me to at least fill in the right forms (that was 5 July). Since then I had to constantly ask for progress feedback, a deaf-ear exercise and completely futile. After another phone call someone explained to me that he is busy with the process of transfer but that it will take a couple of days. So I waited. No feedback on progress.

Eventually, I received a mail from an administrator, Desree Jameson, on the 24th of July (this after another email to customer service stating my dissatisfaction with progress feedback), that the transfer is completed. Oh by the way, the email stated: "Please accept our apologies in the delay in reply." I sent them the surrender form merely 30 minutes later, once again asking to keep me posted on progress. Alas, nothing. Not even a reply that they have received the document.

The only thing I am asking for is feedback on progress. Is that too much to ask? If you can't even keep your customers happy with feedback, what else will you falter on? I don't believe Old Mutual can exist 5 years from now if this is the poor service they offer.

Are my standards and expectations simply to high?