Very unhappy old mutual client.

Good day I've been trying to process a claim at the Utenhage Old mutual branch. I've explained to the lady that I have followed all requests from old mutual to submit the documents documents they want. For some reason they want more documents that do not exist. The lady from old mutual Utenhage told me that there is no way that head office wil proses the claim without the paperwork they need. My question is why don't she than give me the opportunity to explain to the once at head office why the other so called papers they need do not exist. I think if that would be the salutions to the problem. What happened to the customers right? Also if I'm struggling whilst I'm alive, how much more will my family struggle when I'm gone. Calling the hotline number is a total waist of airtime. You basically make a call to listen to a call centre playlist. Also in my view you do not tell a patient customer to calm down when he or she expresses there frustrations. You calm them down without using those words. I think old mutual should teach their people to think of innovative solutions. If by today I'm not satisfied , I'll cancel my policies and go elsewhere.