Bad service old mutual super fund

I am the executer of by brother in laws estate. He passed away on 20 Jan 2021 and his mother is depended on his income. On 17 Nov I forwarded all the necessary documentation to old mutual superfund to finalize the se estate. On 23 Nov I received a email from Gail Smith that the documentation was forwarded to a investigator and that I will be contacted by the investigator that to date did not happen. On 29 Nov I enquire the status of the claim and only received feedback on 1 Dec from Gail smith stating Thank you for your email and please accept my apologies for the delay. I > > have escalated with the Deaths Team leader for urgent allocation to an > > Investigator. On 7 Dec I did enquires aging and received the undermentioned response from Gail Smith, Good day Attie > > Thank you for your email and once again please accept my apologies for the > delaay. I have escalated with the Death Team leader to have an > investigator assess the claim as a matter of urgency.

On 13 Dec I enquire again and Gail respond per email on 15 Dec as below. > Thank you for your email and please accept my apologies. > > Good day Charmaine > > Could you urgently assist please

On 17 Dec I emailed Shazia Amond with no reply received to date from her.

On 6 Jan I received a email from Jenney Van Rooyen as per below. Please accept our sincere apology for the lack of communication and for any inconvenience the process has caused.

The claim has been passed on for investigation which involves a comprehensive and fair analysis of the documents, conduct recorded interviews with beneficiaries and progress the claim to our Assessors.

The investigator (Kulosem) is busy with this investigation.

Thereafter the claim will be refer by our Assessors to the Trustee for a decision and instructions to pay the claim.

Should you have any queries, kindly contact us at *** or you can contact our Call Centre on ***. On 24 Jan I have spoken to Kulsoem Hendricks and she motioned to me that she was never informed that she was the appointed investigator. I then contacted Jenny Van Rooyen that informed me that she was informed by Charmaine Jacobs that Kulsoem Hendricks was appointed.. To date I have tried to contact Charmaine Jacobs to no avail. On 24 Jan a email was received dating the following.

We want to update you on the progress we have made with your claim. Here’s what I can tell you about the status of your claim: Your claim has been received and has passed on for investigation which involves a comprehensive and fair analysis of the documents.

Thanks to you, we are getting closer to confirming the final details of your claim and you should hear from us within the next 30 days with more information.

The first email was send on 17 Nov and now Old Mutual informed us 24 Jan that the claim was rescieved will now only be informed in the next 30 days.

This is totally un acceptable.