Non Payment of claims

We recently suffered the loss of my mother on the 8 of March 2019, the funeral was set for the 16th, and as such had the unfortunate experience of having to claim from the funeral policy with Old Mutual.

On Thursday, 14th of March I visited the Tzaneen (Arcadia) OM branch to begin the claim process. I submitted the documents required (IDs and Bank statements) for all the beneficiaries. I was then told both my sisters need to submit marriage certificates as their surnames had changed (which is understandable).

The following week, Tuesday 19 March, I emailed certified copies of the marriage certificates and ID copies to ********** and quoted the REF# on the subject line (as instructed by the sms's and branch consultant).

After a week with no response, I then followed up on Wednesday the 27th only to be told they have not received my email, I re-sent the documents that same day. On the 28th they still told me they haven't received the documents.

I opted to fax through the documents (Fax No. ********** 344) on Thursday the 28th, when I called in I was told they still did not received my documents. This has now been more than a week since the outstanding documents have been submitted.

Till today (09 April 2019) there's has been no payment from OM, we've had to opt for branch visits. Although we re-submitted all required documents from scratch, we still receive sms's telling us to submit "missing" documents after documents, and even though we go back to the branch and submit THERE IS STILL NO PAYMENT!

Old Mutual have failed on their promise, countless times. You have demonstrated a serious lack of compassion and understanding to people going through a difficult time and in need of financial assistance.

At this point, I honestly wouldn't advice anyone to take up a funeral policy with Old Mutual.