Very poor funeral claims service

I am so saddened to be writing this. Over the last couple of months, I have been noting customer complaints on Linked-In and Facebook regarding the poor claims service experienced by various individuals at Old Mutual. I have noted that individuals have resorted to naming and shaming on social media because when you follow the proper channels of calling in, emailing, etc to follow up, your case is not taken seriously. It is so sad that people have to resort to this in order to be heard. Little did I know that my mom would find herself in these shoes as well. She lodged a funeral claim in the beginning of April, which was quickly rejected due to lack of premium payment. We disputed this outcome given that we could furnish evidence of the stop order on her salary indicating that she is paying her premiums, and has not cancelled anything since policy inception in 2011. All this evidence was provided on 29 April 2025. Old Mutual was so quick to reject the claim, but it is now taking a full month to get back to my mom with the final outcome after receiving the additional evidence, with no regular update provided regarding the status of the claim. It is just so disappointing to experience this from such a big and reputable organization such as Old Mutual. Where must we go when big and reputable corporates are failing us as customers?