Bad service

<p>We made a claim on Saturday 18/02/2017.We submitted all documents expecting a payout within 48hours so we can bury our mother on 25/02/2017.I was at Grahamstown branch assisted by Nomonde.After 2 days I got an SMS addressed to the deceased requesting us to bring a guardian letter as it is holding up the claim process.We were sent from pillar to post from High-Master Court as well as Social Development to get this guardianship letter. The courts did explain that they cannot issue the letter as Siphokazi is the mother of the child the letter is issued in case of a child being a responsibility of another member of the family besides the mother.A lady called Lelethu from the Court called Zimkhitha at Old Mutual to explain this.We went back to Old mutual were called by a lady at head office of Old mutual who said she wants a clinic card,birth certificate and banking details of Sivenathi who is the deceased grandchild as is one of the beneficiaries of this claim.Up to today we have not received anything we borrowed money from neighbors to bury our mother as the payout was not done.We are unhappy of the treatment we got from Old mutual staff they are unprofessional and not considerate of people who are grieving. If a staff member doesn't know their work or processes they must escalate to someone who can solve a problem instead of prolonging things leaving us stranded as client.The service delivery is below poor and disappointing. I am today an unhappy old mutual client who now lacks trust for this company who could not assist me properly in my time of need.</p>