Poor Claim Service

I lodged a claim on 6 March 2026 and was assured that an assessor would be appointed within 4 hours due to the urgency of the matter. It is now several days later, and I still have no feedback. I have been trying repeatedly to contact the call centre, but the calls cut continuously. Today I finally got through, only to be told that Old Mutual contacted my broker for feedback and contact numbers — even though I had already provided my direct number and made it clear that communication must be with me, not the broker. I was even given my broker’s number as the “contact number” for scheduling the assessor’s appointment, which makes no sense. I am the client, I pay the premiums, and I requested that communication be made with me, not the broker. This is not the first time I’ve received poor service with claims where Old Mutual insists on contacting the broker, even after I clearly instruct them to call me directly. After I personally phoned today, they still contacted the broker instead of me. The person handling my claim, Latoya Daniels, showed no urgency or obligation to follow up until I called in today. She then promised to send me all communication between herself and the broker — which I am still waiting for. The lack of accountability, communication, and urgency is unacceptable for an insurer of this size. I urgently request:

Immediate appointment of an assessor using my contact details. Direct communication with me only, as instructed. A clear explanation for the repeated delays and miscommunication. Copies of all communication regarding my claim, as promised.

I expect prompt resolution as this delay is causing significant inconvenience.