1 reviews | Active since Jan 2021
Claim Query
Good morning,
We submitted a claim to Old Mutual on the 22nd December 2020 and a portion of the clakm was processed on the 24th and I was told by the consultant i was communicating with that the remaining portion will also be processed during that same week. Weeks went by after that communication without getting any feedback.
On the 6th January 2021 i made a follow up and the response was that they are corresponding directly with a particular Doctor and are waiting for a reply. Again weeks went by without feedback. On the 25th January 2021 i made another follow up and received the same email from the 6th that they are still waiting for the Doctors reply.
I then decided to contact the Doctor to find out if there's any communication between Old Mutual and them regarding this claim, i got a response same day from the surgery that they haven't received any communication from Old Mutual not in December and not recently meaning that Old Mutual has been lying about this because i was given the same response twice when making a follow up.
On the 26th January 2021 around 10:00/10:30 am i called Old Mutual again and i recognised that i was now speaking to a different person that the previous times i called in (they never give out their names for a call reference) the guy i spoke to this day promised that he's sending an escalation email to management while were on the call, so i requested him to also forward me that same email because i needed proof that it's been done, he had no problem with that but the email was never forwarded to me i now doubt if he ever escalated the matter because since that day there hasn't been any feedback. I understand that the process of working is not the same since the Covid issue but this has been dragging for a while without feedback being given to us.
It's really difficult to deal with Old Mutual regarding any matter or what so ever because they send false information and never bother to update or respond to customer queries. I encountered the same problem when i visited their branch in East London Vincent where i was told that they couldn't see what the update was on the claim or what the hold up was because the claim wasn't submitted/processed at the branch which also came as a shock because i beleive if you are an Old Mutual customer your information should be readilly available when you visit any Old Mutual branch.
Kindly advise urgently because the patience is running out now since we haven't received any feedback.
Regards B. Mtsolongo
We are sorry to hear about the service experience. We will investigate and contact you directly to assist.
Regards
Complaints Management
We are sorry to hear about the service experience. We will investigate and contact you directly to assist.
Regards
Complaints Management
I find it hard to accept this type of treatment, the last time i spoke to a consultant at Old mutual i was told that they are awaiting feedback from the doctor to my surprise they never even paid for the form that the doctor had to complete, never the less the family paid for the form because it was further delaying the process. I sent the receipt which i got from the doctor for the form to them for a refund but nothing has been done.
Old mutual was provided the information which they claimed they were waiting for from the doctor but still they don't have feedback for us and that was about 2 months ago, i also haven't received my R500 refund from them.
Its even difficult to call them because you would be placed on hold for over 20 minutes and then they would just hang up and not call again.
This is not acceptable and i'm thinking of taking further steps (legal) if this case is not resolved. For god's sake the claim was submitted in December 2020, come on guys..deliver.
I find it hard to accept this type of treatment, the last time i spoke to a consultant at Old mutual i was told that they are awaiting feedback from the doctor to my surprise they never even paid for the form that the doctor had to complete, never the less the family paid for the form because it was further delaying the process. I sent the receipt which i got from the doctor for the form to them for a refund but nothing has been done.
Old mutual was provided the information which they claimed they were waiting for from the doctor but still they don't have feedback for us and that was about 2 months ago, i also haven't received my R500 refund from them.
Its even difficult to call them because you would be placed on hold for over 20 minutes and then they would just hang up and not call again.
This is not acceptable and i'm thinking of taking further steps (legal) if this case is not resolved. For god's sake the claim was submitted in December 2020, come on guys..deliver.