Beware/been ****med/been ******

Policy ********** I have submitted all relevant documents to make a claim for my wifes partial disability. It has been going on for the last 3-5 Months, as Old Mutual seem to take their own time and have no urgency, Old Mutual treats their customers as though the customers should not be asking questions or maybe they don’t have enough employees to deal with the no. of queries/claims they receive, if that is the reason maybe they should stop getting additional business or increase staff capacity, with the economy being so harsh, we know increasing employee no.s will not increase, thus the word out there should be, Old Mutual don’t have the capacity for new business, as customers who have been doing business with them for over 20 years, are treated as a nuisance. I've never come across any organisation or business that have such a don't care attitude and furthermore such a horrific turn around time. The lack of proper service has been very disappointing to say the least. In my experience, service from my corner take-away shop have been better. lack of proper process(takes 3-6 weeks to reply) and poor customer relationship management(lack of knowledge) casts an even dimmer light on the company's compassion and brand goodwill! The service have been so bad, that even my Old Mutual consultant was shocked with the turnaround time (ask a question and get a reply 3-6 weeks later), this could only mean a lack of knowledge by his Company about the policy , 'cause of all the documents and Drs test my wife had to do, which was requested by OLD MUTUAL at my expense, which had to be accompanied by the claim form, to process my claim.

Old Mutual have opted to grant the waiver or premium but have refused to fulfil the disability claim. They have sent me a copy of the policy and I now see that the policy say's "Accidental Death and Disablement Insurance policy" When taking out this policy at a very young age, probably in my early 20's, all I knew I was covering my wife and I, doing the responsible thing at such a young age should something happen to either one of us, also well knowing further down the line we would have kids and making sure if something does happen to either of us, at least we would be able to still continue supporting them and ourselves. I would have never taken out a policy that limits or restricts me. How confident would I had to have been as to take out a policy, that say's you can only claim on the policy if "X" or "Y" occurs. I would have to have been a fortune teller or known our future, which would be totally imposible but one thing I was certain about I was doing a responsible thing and more importantly with a great and trust worthy Company, At no point of taking this insurance out did I know that "how we got dis-abled" will hinder the policy or even have the claim repudiated. I was told by my Old Mutual Consultant, that these policy's have ceased to exists because of the floors in these policies. How absurd is it that I could play with my future and family's future, by taking out a policy that limits us to a claim and dictates to us that only if "X" or "Y" occurs, the policy will pay. This is a true example of how a huge Company like Old Mutual takes advantage of individuals and how they treat their customers, not new customers but customers that have been with them for over 20 years and have taken out all their policies with them. I can only imagine how the new customers 10-20 years from now will be treated.