Appalling misinformation from Old Mutual Staff Jhb CBD regarding policy!!

My wife passed away in 2012 and after a month i went to Old Mutual in Johannesburg CBD to lodge a claim and i was told that my policy had lapsed and the 12 month period which i was still entitled to still lodge a claim has lapsed.

Having seen the Stanger Issue, i think people working at Old Mutual just treating clients way too bad and misinforming them about their policies especially funeral policies which are really exorbitant, even on those families that are unable to afford and give their loved ones a dignified send-off.

I want this matter to be opened and investigated as i want that R 50,000.00 which i was supposed to be paid from that policy. I am still paying off such debt as i had to take a loan after Old Mutual told me the policy had lapsed. So in that instance, what happens to the 12 month window period that i was allowed to claim in? Why was i not allowed to claim when those 12 months did not even lapse either? Can i get answers or referred to the Ombudsman to resolve such issue or i need to know every step of the investigation and what the outcome will be. I do not want to hear that i am not receiving such funds from the policy due to the negligence on the part of the Old Mutual staff at the time. Someone needs to held accountable