Poor Travel insurance Claims Administration and Lack of Communication

Formal Complaint Regarding Poor Claims Administration and Lack of Communication – Policy *** (Travel insurance Old mutual)

I am writing to formally lodge a complaint regarding the handling of my travel insurance claim under Policy Number *** with Old mutual and administered by Azoza.

My concern is not only the delay in processing my claim, but the repeated lack of communication and the fact that progress on the claim appears to occur only when I make telephonic follow-ups at my own expense.

The chronology of events is as follows:

1 September 2026: I submitted my initial claim notification. 2 September 2026: I submitted the completed claim form, supporting documentation, and consent required to process the claim. After submitting the requested information, I received no communication, update, acknowledgement of receipt, or request for additional information for approximately three weeks. 22 September 2026: I had to contact AZOZA telephonically to enquire about the status of my claim. During this conversation, I was advised that additional information was required and received an apology for the delays and the manner in which the claim had been handled. Following this request, I contacted Emirates myself to obtain the required documentation. Emirates advised that they do not provide the specific written confirmation requested and that the only available document is a delay certificate. 29 September 2026: I submitted the delay certificate, supporting airline correspondence, revised itinerary, and proof of payment for the accommodation being claimed. After submitting these documents, I once again received no acknowledgement or communication confirming receipt. Only after another telephonic follow-up from my side today was I informed that the documents had been received.

This pattern is extremely concerning. At every stage of this process, I have responded promptly and provided the information requested. However, I have repeatedly had to initiate contact with your offices to obtain updates and establish whether my claim is progressing.

Had I not followed up telephonically on 22 September 2026 and again today, I am not convinced that any progress would have been made on my claim. As a customer, I should not be required to continually incur the cost and inconvenience of making follow-up calls simply to obtain basic updates or confirmations of receipt.

What I find particularly disappointing is the absence of proactive communication. Acknowledging receipt of documentation and advising claimants of outstanding requirements are fundamental aspects of customer service and claims administration. Unfortunately, this has not been my experience.

I therefore request:

A formal investigation into the handling of my claim. A written explanation for the repeated failures in communication. Confirmation of the current status of my claim. Confirmation of whether any additional information is still required from me. An expedited review of my claim given the delays and service failures experienced to date. A clear timeline for when I can expect a final decision.

I have acted promptly and in good faith throughout this process and would appreciate the same level of diligence and responsiveness from your organisation.

I trust this complaint will be treated with the seriousness it deserves and I look forward to receiving a substantive response as a matter of urgency.