Bad service

I am extremely dissatisfied with the poor service I’ve received from Old Mutual regarding my superfund claim. I initially filed my claim in the week of October 15, 2024, and was informed that I should receive the funds within a week. Since then, I have experienced multiple delays, conflicting information, and a lack of follow-through from the team.

After receiving no updates on my claim, I followed up in the week of October 20 and was told there was an error in processing.The operator assured me that my claim would be escalated and that I would receive communication within 48 hours, but no one reached out. I followed up again on October 24 and was told the same thing: there was an error, it would be escalated, and someone would contact me within 48 hours. Still, I received no response.

On October 30, I called again, only to be treated rudely by three different operators. I requested to speak with a manager due to the ongoing issues, but I was told the manager was in a meeting and no alternate contact was available. Additionally, I asked for a call reference number, but was informed that they did not provide one. Eventually, I was advised to file a formal complaint, which I did.

After this, I was connected to Shameemah from the Complaints Department. She assured me that she had escalated my issue to management and that someone from management would reach out to me. Yet, once again, I received no follow-up call from management, despite the promise.By November 6, my claim still hadn’t been resolved, and when I called again, the first operator informed me that there was still an error, and that previous escalations had not actually been processed. The call disconnected, and when I reached another operator, I was told the claim had been processed for payment. This directly contradicted the information I’d received just minutes earlier. When I requested a direct point of contact for further updates, I was told this wasn’t possible.

This lack of accountability and consistency is unacceptable. Despite my repeated efforts to resolve this issue, I am still without my claim funds and have yet to receive a single reliable update from the team. Old Mutual’s handling of this matter has been frustrating and unprofessional, i have car and funeral insurence, and after this i am definitely going to cancel them