Poor customer services and lack of accountability

To Whom It May Concern,

I am writing to lodge a formal complaint regarding the handling of my motor insurance policy with Old Mutual Insure.

It has come to my attention that my existing policy was allowed to lapse by your company. What is deeply concerning is that no adequate notification or resolution was provided to me, and instead of reinstating my original policy, Old Mutual Insure proceeded to issue a completely new policy without my authorization or request.

This action is unacceptable for the following reasons:

1. I did not request a new policy to be issued. 2. My expectation was that my existing policy would be reinstated, especially since I raised this matter with your offices. 3. Despite sending multiple emails to address this issue, I have received no response from your side, which reflects very poor customer service and lack of accountability.

The handling of this matter has caused significant frustration and concern, particularly because insurance policies require continuity and clarity. Issuing a new policy without proper consultation may also affect my policy history, premiums, and coverage terms.

I therefore request the following as a matter of urgency:

- A full written explanation as to why my original policy was allowed to lapse. - Clarification as to why a new policy was issued without my authorization. - Immediate review of my account and reinstatement of my original policy, including the correction of any administrative errors. - A formal response to this complaint within 7 working days.

If this matter is not resolved promptly, I will have no alternative but to escalate the complaint to the relevant regulatory bodies, including the Ombudsman for Short-Term Insurance, for further investigation.

I trust that Old Mutual Insure will treat this matter with the seriousness it deserves and provide a prompt and satisfactory resolution.

Yours sincerely, [Nomthandazo Mpakera] [***] [ ***] [***] [***]