Attrocious handling of my mother's funeral benefit claim

***See below email sent to the COMPLAINTS HANDLING DEPARTMENT 22nd Feb, 11 working days ago - I have YET to receive a response, and from the lack of response, it looks like Old Mutual doesn't care to retain me as a client. Really, I cannot think of any reason why I should remain with this company.

Email below details my extremely disappointing experience - So laughable that your email says "yours in service" with this calabre of 'service', I suggest maybe you change your email to something that would not create any expectation of service delivery.

From: OMEM CST Complaints Management ********** Sent: 25 February 2019 11:26 AM To: Subject: AR: FW: ********** 7: Appalling Old Mutual service (--CA ********** 0--)

Thank you for taking the time to send your complaint to us. We appreciate the opportunity to investigate.

Old Mutual strives to resolve your complaint within 10 working days, if we have all your details for this complaint.

To start our investigation, kindly supply us with your contact number and your identity/ policy number. If you have supp**** this already, please ignore.

Your complaint will be sent to the relevant department for investigation and resolution.

Please reply to this email should you want to follow up. This will assist our team to track all your valued correspondence and most importantly, assist us in resolving of your complaint.

Yours in Service

OMEM CST Complaints Management Old Mutual Life Assurance Company (SA) Limited Licensed Financial Services Provider

--CA ********** 0-- (reference) www.oldmutual.co.za Are you registered for MyPortfolio? This free, secure service enables you to update your personal details, view your relevant Old Mutual documents and manage your investment details online. Register now at www.myportfolio.co.za ----- Original Message ----- From: To: ********** ********** Sent: Monday, February 25, 2019 9:24AM Subject: FW: ********** 7: Appalling Old Mutual service

This email originates from an external source. Stop and think before you click!

From: Sent: 22 February 2019 05:08 PM To: Athol September; Julia September Subject: ********** 7: Appalling Old Mutual service

Death Claims: ***

I am deeply disappointed that an already saddening occasion for my family and I, has further been marred by what I can only describe as ineptitude and lack of consideration...OM's client 'care' was certainly not something I felt.

When I called on Monday (18th February) I was informed by a consultant that the process for payment to REFLECT in my account would be maximum 48 hours. Also, when I enquired the value, it was relayed to me that the amount to be paid(upon receipt of all documentation) would be R32,157, with no conditions.

All documents were submitted and confirmed as received by Wednesday 20th February. I called again on Thursday 21st, and the consultant apologised and informed me that He would prioritise the payment.

My call on Friday 22nd(approximately 3.30) Lukas? informed me that the money was released from OM account, however this is the first time that someone told me that it could take an additional 48hrs to reflect in my account due to inter bank clearing, causing considerable stress for me and my family as the funeral parlour required payment before they could oversee the proceedings-I was made to run around and find alternate payment methods the day before (because this is what you are supposed to do the day before your mother's funeral to find out at the last minute that all your arrangements are falling apart because a mega company did not think it prudent to make an immediate, same day payment)

My second point of contention is that Lukas? informed me that the amount to be paid was R29k, not the amount initially quoted...and then went on to give me the whole shpeel on dates values are calculated, and how the first consultant should not have given it to me... not sure if your company realises, but our plans were made on the initial valuation, and if you are holding to the latter amount, then that's completely bad faith.

Awful experience I wouldn't wish on anyone. I await your response.

really disappointed client

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