Pathetic service from Old Mutual Insure

If I could give below zero rating I would. I am of the opinion that this insurance company did their best to delay the processing of the claim and to find any loophole to not pay the claim.

After the accident occurred, I comp**** with all the requests of the insurance broker and the agents who contacted me. The vehicle was a write off. This led to my broker sending me two different agreement of loss letters during November 2018 informing me the claim was approved. There after there was a delay in the processing of payment and the broker said they were waiting for the approval from the person who is in charge of processing claims. I then proceeded to call this person ( approx 25th Nov 2018) and she advised me she had never seen this claim before and would be appointing a private investigator to assess the claim. The investigator then made contact with me (approx 29 Nov 2018) and I advised him, that I would not cooperate as I was taking a claim up with the Ombudsman for short term insurance ( claim no M3035/18). After months of waiting, the Ombudsman advised me to comply with the insurance company's requests (28 Feb 2019). My insurance broker advised me to do the same. I then proceeded to meet with their private investigator on the 12 March and afterwards I forwarded him all the documents he requested. I received numerous phone calls after this from the investigator asking if there was a passenger in the vehicle and that the damage to the windscreen indicated there was impact of someones head on the passengers side. I made it explicitly clear there was no passenger in the vehicle at the time of the accident. The claim has dragged on and on and eventually 7 May 2019, my insurance broker sent me an email advising the claim was approved and proceeded to send me an AOL. I was then advised there was a hold up with the head of claims assessment and upon calling her, she advised me she was waiting for the attorneys to get back to her.

Finally I received a rejection letter on the 29 May indicating the claim was rejected due to two main reasons: there was a passenger in the vehicle and I was dishonest in not giving them this information as well as the fact I did not comply with the investigator.

Both these facts are wholly wrong. Claim number 25536.