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Ayanda N
1 reviews | Active since Nov 2017
18 Jan 2023, 12:19
BROKEN TRUST: OLD MUTUAL PROTECT
I write this review with such a heavy heart. I have been living with my sick aunt for the last couple of years, when on the 14th of July 2023 I took an old mutual protect policy (OMP*** ). This policy was to debit from my pay slip. I signed the application form on the 14th and was told that my cover started from the day I signed, as there was no outstanding documents or tests that needed to be done, it was just a basic funeral cover that I signed for. fast forward my aunt was in ICU from the 31st of December up until her untimely passing on the 14th of January 2023. This was exactly 6 months from the day I took the policy. I tried claiming via whatsapp ( CEA*** ) but to my surprise the claim was declined due to 'the exclusion period', my question is which period is this because in all the policies iv had with other service providers, I know the waiting period starts from when the contract is signed. I am so heartbroken because I trusted Old Mutual Protect, that is why i joined with them instead of other policies. They started debiting the premiums late, that was not my fault, how they process or when they processed my application is really not my problem, i joined and signed on the 14/07/22. I did my part, yet i am the one who now has to suffer, who cant contribute towards my aunts funeral. It is extremely underhanded of Old Mutual Protect to do this, my trust has been utterly broken.
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Ayanda N's updateReviewer Update
19 Jan 2023, 13:13I received a response from Old Mutual and the verdict is that my claim is being declined due to the fact that the start date of my contract is a day later. I went on Saturday the 14/07/2022 to take up a funeral cover for my aunt, I submitted my docs and signed on the day, in the morning. I was told that the cover was active and that the waiting period of 6 months will commence from the day I signed (14/07/2022). For whatever reason, Old Mutual decides to make my start day the 15/07/2022. Unfortunately my aunt passed on the 14/07/2023, exactly 6 months from when I SIGNED for this policy, and merely a couple of hours from the 15TH, which is the date they decided I joined. OMP Lacks integrity, they do not do what they say they will do, I definitely would not recommend ANYONE to take their policies, because they will not hold their end of the deal. Funny enough my sister took a policy with Capitec on the 01/08/2022, yet it paid out hassle free.
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Ayanda N's update19 Jan 2023, 13:13
Reviewer Update
I received a response from Old Mutual and the verdict is that my claim is being declined due to the fact that the start date of my contract is a day later. I went on Saturday the 14/07/2022 to take up a funeral cover for my aunt, I submitted my docs and signed on the day, in the morning. I was told that the cover was active and that the waiting period of 6 months will commence from the day I signed (14/07/2022). For whatever reason, Old Mutual decides to make my start day the 15/07/2022. Unfortunately my aunt passed on the 14/07/2023, exactly 6 months from when I SIGNED for this policy, and merely a couple of hours from the 15TH, which is the date they decided I joined. OMP Lacks integrity, they do not do what they say they will do, I definitely would not recommend ANYONE to take their policies, because they will not hold their end of the deal. Funny enough my sister took a policy with Capitec on the 01/08/2022, yet it paid out hassle free.
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Ayanda N's updateReviewer Update
19 Jan 2023, 17:01Good day,
I have received yet another correspondence via email from the old mutual complaints management team. As you have stated in my email it was allegedly stated in my contract that:
" I, understand and agree that:
• an analysis of my financial need(s) was conducted on 14/07/2022.
• this application, and any other form, was completed before I signed it. was discussed before you have signed it.'
This is valid, however my dispute lies in the fact that yes, all forms were completed however there was no start date in those forms, only the 'first premium date'. I would advise that one person from the team goes to a branch and signs up for an OMP policy so you can fami****ize yourselves with the actual process.
You also mention that " The contract start date was indicated on the contract document and was never disputed. Once signed the submission still needs to take place and acceptance by Old Mutual Protect with the start date. ''
In the above statement you basically imply that i should have disputed the start date when i received my contract, This is, I presume, under the assumption that i knew that my aunt would pass 6 months later?? (rather insensitive of you, but that's neither here or there) ,How was I to know that I would have to mitigate for the eventuality that old mutual would decline my claim due to some technicality that has nothing to do with me. I signed on the 14th and was told, like with all other policies, that the waiting period starts on the day OM receives my signature, which in this case is the 14th. Only for OM to change my starting date because of internal processes that have nothing to do with me!!
Lastly, You said that you have referred the above mentioned point to the financial advisor involved, I am in the branch at this very moment and the advisor has received no communication from the complaints department, rather convenient isn't it?
I have received yet another correspondence via email from the old mutual complaints management team. As you have stated in my email it was allegedly stated in my contract that:
" I, understand and agree that:
• an analysis of my financial need(s) was conducted on 14/07/2022.
• this application, and any other form, was completed before I signed it. was discussed before you have signed it.'
This is valid, however my dispute lies in the fact that yes, all forms were completed however there was no start date in those forms, only the 'first premium date'. I would advise that one person from the team goes to a branch and signs up for an OMP policy so you can fami****ize yourselves with the actual process.
You also mention that " The contract start date was indicated on the contract document and was never disputed. Once signed the submission still needs to take place and acceptance by Old Mutual Protect with the start date. ''
In the above statement you basically imply that i should have disputed the start date when i received my contract, This is, I presume, under the assumption that i knew that my aunt would pass 6 months later?? (rather insensitive of you, but that's neither here or there) ,How was I to know that I would have to mitigate for the eventuality that old mutual would decline my claim due to some technicality that has nothing to do with me. I signed on the 14th and was told, like with all other policies, that the waiting period starts on the day OM receives my signature, which in this case is the 14th. Only for OM to change my starting date because of internal processes that have nothing to do with me!!
Lastly, You said that you have referred the above mentioned point to the financial advisor involved, I am in the branch at this very moment and the advisor has received no communication from the complaints department, rather convenient isn't it?
AN
Ayanda N's update19 Jan 2023, 17:01
Reviewer Update
Good day,
I have received yet another correspondence via email from the old mutual complaints management team. As you have stated in my email it was allegedly stated in my contract that:
" I, understand and agree that:
• an analysis of my financial need(s) was conducted on 14/07/2022.
• this application, and any other form, was completed before I signed it. was discussed before you have signed it.'
This is valid, however my dispute lies in the fact that yes, all forms were completed however there was no start date in those forms, only the 'first premium date'. I would advise that one person from the team goes to a branch and signs up for an OMP policy so you can fami****ize yourselves with the actual process.
You also mention that " The contract start date was indicated on the contract document and was never disputed. Once signed the submission still needs to take place and acceptance by Old Mutual Protect with the start date. ''
In the above statement you basically imply that i should have disputed the start date when i received my contract, This is, I presume, under the assumption that i knew that my aunt would pass 6 months later?? (rather insensitive of you, but that's neither here or there) ,How was I to know that I would have to mitigate for the eventuality that old mutual would decline my claim due to some technicality that has nothing to do with me. I signed on the 14th and was told, like with all other policies, that the waiting period starts on the day OM receives my signature, which in this case is the 14th. Only for OM to change my starting date because of internal processes that have nothing to do with me!!
Lastly, You said that you have referred the above mentioned point to the financial advisor involved, I am in the branch at this very moment and the advisor has received no communication from the complaints department, rather convenient isn't it?
I have received yet another correspondence via email from the old mutual complaints management team. As you have stated in my email it was allegedly stated in my contract that:
" I, understand and agree that:
• an analysis of my financial need(s) was conducted on 14/07/2022.
• this application, and any other form, was completed before I signed it. was discussed before you have signed it.'
This is valid, however my dispute lies in the fact that yes, all forms were completed however there was no start date in those forms, only the 'first premium date'. I would advise that one person from the team goes to a branch and signs up for an OMP policy so you can fami****ize yourselves with the actual process.
You also mention that " The contract start date was indicated on the contract document and was never disputed. Once signed the submission still needs to take place and acceptance by Old Mutual Protect with the start date. ''
In the above statement you basically imply that i should have disputed the start date when i received my contract, This is, I presume, under the assumption that i knew that my aunt would pass 6 months later?? (rather insensitive of you, but that's neither here or there) ,How was I to know that I would have to mitigate for the eventuality that old mutual would decline my claim due to some technicality that has nothing to do with me. I signed on the 14th and was told, like with all other policies, that the waiting period starts on the day OM receives my signature, which in this case is the 14th. Only for OM to change my starting date because of internal processes that have nothing to do with me!!
Lastly, You said that you have referred the above mentioned point to the financial advisor involved, I am in the branch at this very moment and the advisor has received no communication from the complaints department, rather convenient isn't it?