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Tabo D

1 reviews | Active since Dec 2017

21 Dec 2017, 10:53

48hr turnaround turns to 31 days and counting.

I claimed on a funeral policy held by my late mother with OM on the 21 November 2017. Today it is the 21 December 2017 and the matter is still not resolved. Mind you this should take 48hrs according to their brochure. What frustrates me the most is the absence of reasons for the delay from both the branches I have been to, and the customer care line. To date I still don't have a reason for the delay and the matter is still on going, this for a mere R13000.

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Replies (3)
Old Mutual
Old Mutual's reply21 Dec 2017, 11:29
Official

Dear Tabo Dlabantu

Thank you bringing this to our attention.

We apologise for the delay in processing the Funeral claim. I will investigate and contact you directly to resolve the matter.

regards

Brent Sellidon

Complaints Assessor

Old Mutual
Old Mutual's reply27 Dec 2017, 09:28
Official

Dear Tabo

We apologise for the poor service received in this regard.

Our branch management team is looking into the que management process to ensure that we service our customers better.

We apologise for the delay in finalising the claim.

I can confirm that the claim has been processed and that the funds will be in your account within the next 48 hours.

We apologise for the poor service again. We are looking into every process to ensure that we do not delay a claim again.

Thank you for allowing us the opportunity to resolve with you directly.

kind regards,

Brent Sellidon

Complaints Management

TD
Tabo D's update12 Jan 2018, 01:12
Reviewer Update
Good day Bruce I wish to thank you for your intervention on the matter I raised here on Hellopeter.com. I can confirm that the payment was indeed made and received by myself as you'd promised. I'm still waiting for the reason for the delay though. Why did I have to wait so long for the funds? Patiently waiting for your response.