Unreasonable Delay and No Response on Claim Outcome

I lodged a claim with Old Mutual Insure on 18 August 2025, but to date the matter has not been resolved and I am still waiting for an outcome.

Initially, an AOL form was sent to my broker but was withheld until after the SIU report was completed. The SIU report was finalized around two weeks ago, yet I have still not received a formal outcome. Instead, I was told to wait a further 3–5 business days. That deadline has now passed, and when I followed up, I was told there is still no outcome and that more time is required. However, no clear timeframe has been given.

What is even more concerning is that I have been sending emails to Old Mutual Insure (claim handler), but at this point I have not received any response. This lack of communication, combined with the ongoing delays, is extremely frustrating.

This is not just an inconvenience for me, but it also directly affects my family. As a paying customer, I expect transparency, professionalism, and timely resolution of claims — none of which I have experienced in this matter.