Awful Customer Service & Communication!!!

I am honestly disappointed with the level of service I have received from Old Mutual. There is no communication whatsoever after one has submitted their required documentation. My initial claim was made on the 19th of September 2020 with the turnaround time of 5 and 10 days mentioned on the claim letter. After then I received communication that there were more documents required after I spent more than close to 2 hrs at their branch to submit these claims.

As I have mentioned that there is no communication whatsoever, I had to do a follow up myself, seeing that their turnaround time is literally just false advertising. I phoned the customer helpline and after more than 45min on hold, I eventually spoke to 3 consultants who all gave me different versions of why my claim has not been attended to yet.

Eventually, I was told to resubmit my outstanding documents and use only my ref# in the subject because that could have been the reason why they could not complete my claim. I did exactly what the consultant instructed me to do and resubmitted my documents on the very same day we spoke on the phone. This was now on the 20th of November.

Until now, I haven't received any communication whatsoever to confirm that my documents were received or not. I have wasted more airtime staying on hold and eventually having the phone get cut off between trying to be transferred to the correct department.

The interaction with this company as a whole has been a nightmare since day one. From having difficulties when I tried to claim for the funeral benefit to my current situation whereby I cannot even get a simple automated response to say my documents have been received or not.

There is no time to grieve the loss of your loved ones because half of the time I am spending it, trying to get answers from this company. The experience has been absolutely unpleasant and definitely dissatisfying. I am beyond disappointed, I am disgusted by the treatment, it has been awful to say the least.