Old Mutual Gap Cover is *****

I pay my fee of R225 to GAP cover every month and I have been part of Old Mutual GAP COVER from 2019. It states clearly on the last page, which is the GAP COVER claim form that you should attach the following documents:

1. Completed and signed claim form (which was submitted on: 18/01/2021)

2. Relevant account from your doctor (which was submitted on: 18/01/2021)

3. Claims remittance form from your medical aid scheme (which was submitted on: 18/01/2021)

4. The hospital account (first two to three pages) - NB - IF YOUR CLAIM ONLY RELATES TO A SHORTFALL FROM A SPECIFIC DOCTOR OR ANETHESTIST , WE DO NOT NEED THIS ACCOUNT (therefore NOT submitted).

On this date,11/02/2021, I received an email from Nolubabalo Tshaka stating I had documents outstanding. I DID NOT make a big scene as this was the first time I had anything to do with GAP cover, and I thought perhaps I just misunderstood what the above mentioned list of documents were - although it was pretty clear to me that I in fact had submitted what was requested on that form. I SUBMITTED ALL THE OUTSTANDING DOCUMENTS ON 31/01/2021. I thereafter received another email from the above mentioned stating I NEVER SUBMITTED THE OUTSTANDING DOCUMENTS WHICH WASN'T SUPPOSE TO BE OUTSTANDING IN THE FIRST PLACE AS IT IS NOT A REQUIREMENT WHEN LOOKING AT THE GAP COVER CLAIM FORM . I sent various emails (11/02. 12/02 and 15/02) requesting feedback on the email I sent on 31/01/2021. I finally received an email on 18/02/2021 (which went to my SPAM folder for some reason so I am very glad that I did find the email) that states there IS STILL A HOSPITAL ACCOUNT OUTSTANDING, which WASN'T SUPPOSED TO BE THERE IN THE FIRST PLACE WHEN YOU LOOK AT THE REQUIREMENTS FOR THE GAP COVER CLAIM FORM, PLUS I DID SEND AN ATTACHEMNT OF THIS TO THE ABOVE MENTIONED EMAIL ON 31/01/2021.

I sent an email questioning this anD a Mrs van Wyk from IWYZE phoned me saying I must forward her the emails. In the mean time Nolubabalo Tshaka never sent an email stating why she has requestes the documents (even AFTER I sent an email to this note to her). She just kept asking for more and more. Last thing she sent me was a request for report stating if the health issue was treated or not. I tried contacting her 3 times but to no avail. I work during the day and I clearly emailed her on my first email that she can get hold of me after 15h00 if need be. I emailed her asking where I should get this report and she only send an email saying I will get this from the Doctors. The Anethetist Doctors stated that they don't give out reports like that. So I had to go to the Doctor.

On 09/03/2021 I recieved an email stating I don't qualify. Now to crown it all, this account is 3 MONTHS LATE. THEY ARE WANTING TO HAND ME OVER TO THEIR LAWERS. Who has R16000 to pay an outstanding 3 months pay? I STILL can't get hold of either Mrs Van Wyk or Nolubabalo Tshaka. I am so so dissapointed. This is adding to my stress to a maximum degree... I wish that I NEVER joined this GAP cover. Pls can someone advice me which GAP cover is better than this ****Y GAP COVER.

I will NEVER suggest Old Mutual to ANY person as they are unhelpful and string you along giving false hope for no reason.