Appalling Service.

Dear Claims Department,

I am writing to formally lodge a complaint regarding the handling and continued delay/refusal of the funeral cover claim under policy number CEB***. The claim was submitted at the Vredenberg branch.

Initially, I had asked my cousin to assist and deal with this matter on my behalf. However, he later received communication from Old Mutual advising that a beneficiary would need to get in touch directly regarding the claim. As such, I am now personally contacting you in the hope that this matter can finally be resolved in a timely and fair manner.

The deceased passed away as a result of a ****** case, which was immediately reported to the police and a case was officially opened. As part of the claims process, all the required documents requested by Old Mutual were submitted, including the death certificate, police case details, claim forms, and all supporting documentation currently available to us.

Despite our full cooperation and compliance with your requirements, Old Mutual continues to delay or refuse payment of the claim on the basis of outstanding post-mortem results. It is well understood that in South Africa, post-mortem and forensic investigation results in ****** cases can take a considerable amount of time to be finalized due to police and forensic processes that are beyond the family’s control.

What is particularly concerning is that other insurance companies involved have already assessed the same circumstances and proceeded with their payouts, while Old Mutual remains the only insurer refusing to honour the policy.

This delay is causing unnecessary emotional and financial distress to the family during an already difficult period. Funeral cover exists specifically to assist families during times like these, and it is unreasonable for Old Mutual to indefinitely withhold payment despite receiving all documents currently obtainable.

I therefore request the following:

A full written explanation for the continued refusal or delay of the claim. Confirmation of the exact outstanding requirements Old Mutual believes are preventing payment. An urgent reassessment of the claim in light of the circumstances and the documentation already submitted. A clear timeline indicating when this matter will be resolved.

Should this matter not be resolved urgently and fairly, I will have no option but to escalate the complaint to the relevant regulatory and ombudsman authorities for further investigation.

I trust that Old Mutual will treat this complaint with the seriousness and urgency it deserves.

Kind regards,

N Ndevu,