DISGUSTING SERVICE FROM OLD MUTUAL INSURE

DISGUSTED and DISAPPOINTED in Old Mutual Insured claims experience.

03.02.2020: I submitted a vehicle claim.

28.02.2020: A whole month passes by and OMI sends me what they call a "damage report" from BMW what looks like a service estimate which lists item with no relevance to the incident or claim but simply service related items.

04.03.2020: Only now, more than a month after registering the claim does OMI send an assessor to come see me to get clarity on the incident.

17.03.2020: Almost two months after the claim, after I called and numerous ignored emails were sent by my broker was I informed by claim was rejected due to wear & tear. I then requested for the damage report confirming the cause of damage which I, to today have not received. I was then also told that my car hire needs to be returned immediately and that I will be liable for all these day of car hire as the claim is not valid. Nowhere and never was this explained to me, and the delay in claim is soley on OMI side not me as the insured and now you want to hold me liable for the cost? How is this Treat Customers Fairly??? I then also requested my vehicle to be returned to me which did not happen, so as per usual with OMI, I had call in again to demand service three days later.

20.03.2020: I received my vehicle back and to say the least, I am shocked at the state in which my vehicle is brought back; vehicle parts laying on the back seat and in the boot, my windows no longer working and pieces of plastic stuck on my vehicle and markings made all around my vehicle. When my vehicle left my house, my vehicle was in tacked, windows working (they were even close and upon return, they are open and now working)

Not once have I or my broker received feedback on this claim without us having to demand feedback after I was understanding to the fact that you have to do your validations etc. I have escalated my concerns to your complaints line as well which I must say is at no help either as they respond after 4 days to an email with an automated response and then simply forwarding emails to the claims team and not taking ownership of a complaint. It’s disturbing to see how your claims team ignore emails from the complaints team (I was CC’d in emails), how do you resolve complaints? This shows me that at OMI client complaints are not a priority.

To prove that your claims team do not care about their client's complaints, I told them that I would be escalating my complaint to the MD if I did not receive a response from them, guess what? they ignored me.

As explained in my complaint to your not so helpful complaints team, if I had received a comprehensive damage report, confirming the damages are as a result of wear & tear, I would of accepted it. But now due to this experience I have no faith in your claims team’s capabilities in making the correct decisions and in apply the principal of TCF.