Annoyed

Death claim Flexi ***

My sisters came in December to submit a claim and were advised that claim will be sorted in within 10 days. They went back again in January to follow up and they were advised nothing was done due to the fact that it was December and people dealing with these particular claims were on leave and there was an escalation made by the consultant. Nothing has been done. I then submitted a complaint on your website 28/03/2021 and received an email from Nawaal Ellen ref:([CMPLNTS***2]) - Old Mutual Enquiry [BPUM896394] - Old Mutual Enquiry --FCCRM***4--; advising me that we need to submit some documentation stating the below:

Please note there are 2 options: 1. The proceeds are paid to the Estate Late's bank account. 2. The executor of the estate can see the policy to someone else, then the new policyholder can complete the maturity documents.

Should the executor select option 1, then we will require the following requirements: 1. A completed Declaration by Claimant and Discharge form signed in front of a Commissioner of Oath/Old Mutual Broker or Old Mutual Financial Adviser. 2. A copy of the Executor's identity document 3. Letter of Executorship 4. Proof of Estate late J Normans' banking details in a form of a bank statement not older than 3 months or a bank confirmation letter.

Should the executor select option 2, then we will require the following requirements: 1. Transfer of ownership to be completed by executor ceding the policy to the new owner. 1. A completed Declaration by Claimant and Discharge form signed in front of a Commissioner of Oath/Old Mutual Broker or Old Mutual Financial Adviser completed by the new owner. 2. A copy of the new owner's identity document 3. Letter of Executorship 4. Proof of banking details in the name of the new owner in a form of a bank statement not older than 3 months or a bank confirmation letter.

The above requirements can be send to ***.

I then advised that my sisters have been sent back and forth between Nedbank and Old Mutual with documents that were required and My mother was requested to go to Nedbank for the release session because that was needed to complete the process. So I told Nawaal my sisters and I will not be starting this whole process from scratch again, I need this sorted out.

No feedback was revived from Nawaal on the 31st of March. I sent a follow up mail to him Wednesday 7th of April and I still have not received any feedback.

My sister tried calling several times but no one ever answers the phone and her airtime eventually ran out.

I took leave on Friday so we could go to the nearest branch which is at Springs Mall, the consultant that was assisting us tried to call head office for assistance as well but there was no answer for a good half and hour so we decided to leave. He advised that he would hand over request to his manager to assist with an escalation and today she received and sms saying " Old Mutual: MS Phumelele Gratitude NORMANS. Thank you for providing the information to complete your request on ***;***. Please note that we sent an e-mail to head office to escalate your request urgently. . Tel ***. Ref CEB***."

How many escalations do we need to go through to have this sorted out, no one even bothers to call or reply to emails/calls.