Old Mutual Iwyze poor service

I submitted a claim for death benefits in January 2021 - the deceased passed away on 25 December 2020 due to Covid Pneumonia. I am the beneficiary of the proceeds.

Up until today 29 July 2021 - they are still " investigating" trying to prove Non-disclosure by the Insured. When the now deceased was admitted to Edenvale Hospital on 17 December 2020, who ever filled out the forms - the deceased was in distress and battling to breathe, - noted the following: (I can confirm that it is the deceased's signature} 1. The patient wore spectacles 2. Suffered from Chronic Diabetes 3. Suffered from Hypertension. 4. There was a note made on the deceased's file that he was a chronic smoker. 5. There was also a note on the file that the patient / now deceased did not have diarree.

I was able to prove that 3 out of the 5 points were actually false and inaccurate. Iwyze have now taken 7 months to prove something that does not exist. I was told this morning that underwriting is not done on application and issueing of the policy but only when a claim is submitted.

I wish to report that the service is extremely bad - I have sent 2 e-mails to the MD Mr Garth Napier to which I have had no response. The claims department continuously ignore e-mails and to try and contact them telephonically is impossible.

Iwyze insisted on a Letter of Executorship - even though the policy was to pay out to a specific beneficiary and not to the Estate. We eventually got the Letter of Executorship - even if it was not necessary.

I personally obtained copies of the Hospital Records from the Hospital in January - at the beginning of July Iwyze again requested hospital records - and was supp**** with the exact same records which I obtained. They have not been able to obtain medical records of the deceased - I told them on various occasions that they will not find any because they are non existant.

As a last resort on Thursday I was asked to supply them with telephone numbers of the deceased's mother and friends.

I supp**** same and got confirmation from Mr Cyril Madiba that he spoke to the deceased's mother and 1 friend and does not feel that it is necessary to contact the other friends as he got consistant answers from the 2 people which he contacted.

Mr Madiba was of sick on Monday - Terry Anne Dewee who had been of sick for 2 weeks then took over the file and has re-invented the wheel for further investigating. She informed me this morning that they will be sending a representative / consultant to Kimberley - where the deceased lived for 23 years before relocating to Jhb in 2017 to carry out these investigations. Who pays for all of this wasted time? Obviously their clients!