Unfinalised Claim

My husband had taken out a policy many years ago covering us for death, disability and dread disease. 4 years ago i was diagnosed with an endocrine disease after suffering many years with this illness. I then queried with my broker and was told that we can try to claim since it was on the list if diseases covered. 4 years later and i am still waiting for a response from old mutual. All documentation that was required from doctors and specialists were submitted to Old Mutual. Documents were emailed to them, but they required the originals , which was also submitted. everytime i query what is going on i keep getting the same automated response , they require the documentation that was submitted to them 4 years ago. their service is absolutely pathetic and it seems that they are very quick in taking premiums every month but when it comes to paying out for claims they drag their feet. Waiting 4 years for something to be finalised is absolutely pathetic