UNHAPPY CUSTOMER!!!! Shocking to receive such service been with o/m for 9 years

Good day Sir/Madam,

I have been a loyal customer with old mutual for the past 9 years. In the 9 years with O/M I made 3 claims in total.

1 car windscreen

2 fix printer

3 cell phone replacement.

Total of R22000

I pay R1800 per month for 2 cars, 2 phones, contents for my home and my drone.

In 2017 I insured my drone for All risk cover R79 per month. No proof of ownership was required and the sale was done telephonically.

To my understand all risk is covered for anything. I specifically told the agent that my drone needs to be covered as I was learning how to fly the drone as I paid a lot for the drone.(R10 000).

On the 23rd of June 2021 I took my drone to fly on the beach which is about 500 meters away. I jumped in my car and my drone was left on the back seat of my vehicle as the beach was not very far. When I got to the beach I left my drone in the car because I went on the beach to check the wind speeds. When I got back my car was remote jammed and my drone was ******.

This literally happened within minutes.

I then went to report this on the 24th of June and logged a claim with O/M.

Seema naicker was the person that was handling this claim and the requested some information.

Once all info was supp**** she then requested proof of ownership.

I told her that I don’t have pop as this was long time ago. Then she came back saying that my claim was rejected because my drone was kept on the back seat of the car.

This is unfair on me because when I took the policy I specifically wanted all risk cover. Then she says the terms and conditions for all risk cover was not met and therefore the claim was rejected.

I then spoke to her manager bronwen jhonson and told her that to my understanding all risk cover should cover my claim and that this was no fault of mine. Even when I took the policy the agent did not explain the term and conditions for all risk cover. I did not even receive a copy of the policy.

As per bronwen she has requested to get the telephone conversation pulled out and find out if copies of the policy was sent to me in 2017. This is very unfair on me as I am a loyal paying customer and now when I have an issue this is the service I get. I have used all my minutes phoning from last week only to be told that she doesn’t have any feedback. It's already been 2 weeks now and as per Bronwen their agents can't read the terms and conditions over the phone as it is very long, how do u expect your customers to read if the agents can't read it! Bronwen is making me wait to pull the call records and a copy of the policy that was taken out in 2017 which is absolutely ridiculous!!!! I have been with O/M for 9 years paying about R1900 per month! I will definitely take my business elsewhere if this is not resolved asap.

Please can someone assist on a way forward

My number ***

Bronwer number ***