Worst experience ever, cancel your products, your kids will suffer when you die

I have logged a claim with Old mututal via Centurion branch on 22 August 2019, to this day the claim has not been paid. I have submitted all required documents as per the their branch process. After endless calls to their contact centre, today they tell me i have to open an estate account. Why didnt they say this in the first place when i logged the claim? why didnt they write me an emain to request this? why does it have to be the client calling them and holding for 30 min only to be told this? im cancelling all my RA products based on this experience! worse part, i have requested a statement of account, im still waiting for it to this day, this is just *******