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Jill W

1 reviews | Active since Feb 2018

06 Dec 2018, 13:30

Shocking insurance claim service. Staff not doing their work.

Horrible abysmal customer service from their claims department (I wish I could name the individuals). If you can call no communication service!

I was involved in a motor vehicle accident where someone drove into me. As it turns out we were both insured through Old Mutual. I thought great, this will be quick and easy to resolve. Was I ever so wrong, into it's 4'th month of the accident, and I am still battling to get compensation. There is ZERO response from any of the staff handling the cases. Emails, phone calls, messages all go ignored. I mean really? What's the point of having insurance with you Old Mutual?

Eventually I got an email response to say the claim was approved by the assessor and I was sent paperwork to fill in and get stamped by my bank, which I did immediately and sent it back to them the very same day. Was told it would take UP TO 10 working days to be paid out. It's past those 10 working days and still nothing. And as usual, no response from the claims department. What does one do now?

One thing is for sure, I will be changing my car insurance to another company next year, and if I didn't already have a long term investment policy with Old Mutual, I would cancel that too. I will certainly not recommend them, nor will I ever purchase any products from them. And to think I am a long standing client of theirs. Really disgusted at the service when it came to the crunch.

0
Replies (2)
Old Mutual Insure
Old Mutual Insure's reply10 Dec 2018, 08:55
Official
Dear Jill 
 
Please let me have our claim number in order to investigate the matter further. We apologize for any inconvenience caused. 
 
Regards 
JW
Jill W's update11 Dec 2018, 18:03
Reviewer Update
Well, I guess I should have complained publically ages ago. I got contacted by Abdul Methar on Monday the 10'th, and the claim was processed and payment received the very next day. Thank you Abdul for sorting out the situation so quickly. What is disappointing still is that I needed to take this public to get it solved. What I am wondering is why dealing with Old Mutual was like dealing with a government instituation. Where 1) the staff, at least those who were dealing with my claim, is just for show (will they even be reprimanded for their incompetence?) that gets salaries but work is optional, and 2) you pay them for a service, in this case insurance, but when it comes to claiming, it's hit or miss. And 3) getting any sort of communication out of them was like pulling teeth. Phone calls, messages and emails were pretty much ignored. I am grateful to Abdul for the prompt response and action due to my review on here, but Old Mutual needs to seriously look into their operations. This whole situation was completely ridiculous and so unnecessary, and very unfair to put a long standing client, in fact any client, through something like this.