worst customer orientation

i am not happy with old mutuals service regarding the handling of their claims and not communicating with their clients, ref number CE*** i was at their branch and they told me that their claims take 5 working days to be paid out we are on the sixth day no communication no money has been paid out. I cant even explain how bad their service is, they cant resubmit debit orders, they will never call you to say your debit order has returned or even sms, for every little thing they will tell you please go to a branch and when you get there you will stand in a queue for three hours for the lamest thing they could do over the phone, they are so behind its not even funny they belong in the bundus....