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Ali L

1 reviews | Active since Jun 2022

13 Aug 2025, 09:29

Bad Service and Treatment

I submitted my claim on Monday to old mutual for death. Even today I have not received any feedback from them whether the claim has been registered or approved. I tried calling but they keep putting me on hold for a long time.

0
Replies (27)
Old Mutual
Old Mutual's reply13 Aug 2025, 09:40
Official
Good day Ali L, we acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you during business hours should further information be required.

Kind regards
Old Mutual Complaints Management
AL
Ali L's update13 Aug 2025, 10:03
Reviewer Update
Its really unacceptable. I submitted my clain on monday before 10h00am today its wednesday and still no feedback from Old mutual. I never expected this kind of service from your company
Old Mutual
Old Mutual's reply13 Aug 2025, 10:24
Official
We understand you frustration with the progress of your claim and we sincerely apologise for the lack of feedback from our side. We want to assure you that we are here for you during this difficult period.

Your matter has been escalated for urgent resolution and you can expect contact from one of our complaints assessors before the end of the day.

Kind regards
Old Mutual Complaints Management
AL
Ali L's update13 Aug 2025, 10:28
Reviewer Update
Thank you so much,

Much appreciated
Old Mutual
Old Mutual's reply13 Aug 2025, 10:37
Official
Thank you for your patience and understanding during this process.

We look forward to hearing from you shortly.

Regards
Old Mutual Complaints Management
AL
Ali L's update13 Aug 2025, 14:17
Reviewer Update
Good day,

I am writing today to complain of the poor service I received from your company. I was at the receiving end of some very poor service from your company. I submitted my claim via email on monday even today i havent received any feedback from your company besides the ones from hellopeter.

I am not happy with the service I received from your company especially during this time. I am shocked and disappointed, I never expected this kind of treatment from Old mutual. It's one of the worst service and treatment I have ever come across. I am thinking of taking my profile to another reputable company.

I was appalled at such behaviour. Your company has been to provide good services, and such events tarnish the company name , so please address this issue soon.

I trust this is not the way that Old Mutual wishes to conduct business with valued customers. I look forward to your reply and a resolution to my problem. we are left with 2 days before the funeral.

It doesn't make sense, if I hadn't filed a complaint you wouldn't have dealt with it even if it was sent on Monday before 10h00 via email but your turn around time is 48hours.


Thanking you in advance.

Alex Motai
***

AL
Ali L's update13 Aug 2025, 15:18
Reviewer Update
Still no feedback from Old mutual
Old Mutual
Old Mutual's reply13 Aug 2025, 15:37
Official
Good day Ali,

We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you should further information be required.

Regards
Old Mutual Complaints Management
Old Mutual
Old Mutual's reply13 Aug 2025, 15:37
Official
Good day Ali,

We acknowledge receipt of your review and extend our sincere apologies for the service experience you encountered. We can assure you that we are following up regarding this.
Regards
Old Mutual Complaints Management
AL
Ali L's update13 Aug 2025, 15:39
Reviewer Update
Thank you
Old Mutual
Old Mutual's reply13 Aug 2025, 16:44
Official
You are very welcome.
AL
Ali L's update13 Aug 2025, 18:17
Reviewer Update
Please see below one of your reply saying i can expect contact from complaints assessor before the end of the day even now i am still waiting. Its shocking sto receive this kind of treatment.

We understand you frustration with the progress of your claim and we sincerely apologise for the lack of feedback from our side. We want to assure you that we are here for you during this difficult period.

Your matter has been escalated for urgent resolution and you can expect contact from one of our complaints assessors before the end of the day.

Kind regards
Old Mutual Complaints Management
Ali L’s reply
Old Mutual
Old Mutual's reply13 Aug 2025, 19:24
Official
We can assure you that we will notify you once we have made the payment, which will be soon.
AL
Ali L's update14 Aug 2025, 08:14
Reviewer Update
I am so disappointed with how Old mutual has handled this claim since monday. Its thursday today and the claim has not been paid. I am shocked. I dont think i will never use your services again in the future.
Old Mutual
Old Mutual's reply14 Aug 2025, 08:21
Official
Good Day Ali L,
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
AL
Ali L's update14 Aug 2025, 08:26
Reviewer Update
You have been saying the same thing since tuesday. Yesterday ypu told me that i will get feedback before the end of yesterday but nothing happened. You keep lying to me . Please see below correspondence from your office.

Old Mutual’s reply
13 Aug 2025 at 19:24
We can assure you that we will notify you once we have made the payment, which will be soon.
AL
Ali L's update14 Aug 2025, 08:28
Reviewer Update
Now Its like i have to beg you guys to give me feedback since monday its more than 72 hours withoyt any feedback. Something like this will happen to you
Old Mutual
Old Mutual's reply14 Aug 2025, 08:39
Official
Good day Ali, we understand your frustration and sincerely apologise for the delay. This is not the experience we aim to deliver, and can assure you that we are following up regarding this.

Regards
Old Mutual Complaints Management
Old Mutual
Old Mutual's reply14 Aug 2025, 08:40
Official
Good day Ali,

We can assure you that we are following up regarding this.

Regards
Old Mutual Complaints Management
AL
Ali L's update14 Aug 2025, 08:42
Reviewer Update
Thats what i heard from your office on tuesday today its thursday you are still saying the same thing you told me on tuesday
Old Mutual
Old Mutual's reply14 Aug 2025, 09:04
Official
Good day Ali

Thank you for your patience and understanding during this process. We can confirm that your claim is in progress and you can expect contact today from our underwriters to confirm a few details with the family processing the claim. Afterwards you will receive further communication confirming the progress of your claim.

We can assure you that we are monitoring your claim and we ensure it's speedy resolution.

Kind regards
Old Mutual Complaints Management
AL
Ali L's update14 Aug 2025, 09:27
Reviewer Update
Thank you
Old Mutual
Old Mutual's reply14 Aug 2025, 09:37
Official
We are happy to help, Ali L.
AL
Ali L's update14 Aug 2025, 12:12
Reviewer Update
Any update on this?
Old Mutual
Old Mutual's reply14 Aug 2025, 12:27
Official
Good day, Ali.

We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.

Regards
Old Mutual Complaints Management
AL
Ali L's update14 Aug 2025, 15:02
Reviewer Update
Matter is resolved. Thank you so much
Old Mutual
Old Mutual's reply14 Aug 2025, 15:40
Official
Good day, Ali L.

We can confirm that our team has been in touch with you, and the matter has been resolved, and the funds have been paid.

We truly appreciate your patience and the opportunity to assist you. Please accept our sincere apologies for any inconvenience caused.

Regards,
Old Mutual Complaints Management