Unpaid death benefit

I submitted my grandmother's funeral claim with all the required documents on the 24 March 2021 but even today the money has not yet been paid. they say the reason for the delay is an IT ( system error ) issue of which they reported to technical support,but seemingly technical support is not attending to the issue.

i contacted old mutual complaints department on the 09 April 2021 but unfortunately this department is utterly useless they promised to get back to me within 05 working days but more 10 working days later they have not responded. I contacted the internal arbitrator as well on the 19 April 2021 they promised to investigate and get back to me within 05 working days but have not done so as well.

as we speech now iam sinking in debt because of Old Mutual my life has been turned upside down, when I saw the KZN family bringing a dead body to offices of Old Mutual I thought that was just a once off not a fundamental culture of non-payment of valid claims.

How long does it take a system cliche to fix since the 24 March 2021 Old Mutual tells me the system error is the cause of the delay but even today it has not yet been fixed ? I opened this policy for my grandmother in 2012, after 9 years of being a loyal customer I can't be payed because of a system error.