Complaint: Incorrect Information Recorded on My Policy and the Impact This Is Having on Me

I am extremely frustrated, disappointed and distressed by my recent experience with Old Mutual.

I previously had an Old Mutual policy around 2020/2021, which eventually ended/cancelled due to issues at the time. In 2023, I took out another policy with Old Mutual and was assisted by a service advisor who went through the required questions with me.

During that process, I am 100% certain that I disclosed that I suffer from anxiety and depression. I remember specifically highlighting this when the advisor was asking me the relevant questions. Unfortunately, I did not record the conversation, so I do not have a recording to prove what was discussed.

According to the information in my policy/contract, however, it appears that this information was not recorded by the advisor. This is extremely concerning to me because I answered the questions honestly and did not intentionally withhold any information.

Today, I went to Old Mutual to lodge a claim because I have been unable to work and, as a result, my salary has not been coming in. I went to Old Mutual because I genuinely need the financial assistance that I believed my policy was there to provide.

A very kind lady assisted me and explained that there could potentially be a problem with my claim because of a mistake or omission made by the service advisor who assisted me when I took out the policy in 2023.

This has left me extremely frustrated and distressed. If I disclosed my anxiety and depression during the application process and the service advisor failed to accurately capture that information, I do not believe it is fair for me to be held responsible for that mistake.

What makes this situation even more difficult is that I am already struggling with my mental health. I suffer from anxiety and depression, and the uncer*****y surrounding my claim, combined with not receiving my salary and not knowing how I am going to manage financially, is having a very negative impact on my mental and emotional well-being.

Instead of providing me with reassurance and support during a difficult period, this situation has caused me additional stress, anxiety and emotional distress. It is extremely upsetting to feel that I may lose out on the benefit of a policy I have been paying for because of something that I believe was incorrectly recorded by the person who assisted me.

I am asking Old Mutual to please urgently investigate this matter thoroughly, including reviewing the original 2023 policy application, adviser notes, call recordings (if any exist), call logs, documentation and any other records relating to how my policy was taken out.

I would also like Old Mutual to explain why I should be held responsible for information that I believe I disclosed but which was apparently not captured correctly by the service advisor.

I am not asking for special treatment. I am asking for a fair investigation and for Old Mutual to take responsibility if an error was made by its representative.

I am currently facing financial difficulties because I have not been able to work and my salary has not been coming in. The additional uncer*****y surrounding my claim is worsening an already difficult situation and negatively affecting my mental health.

I sincerely hope Old Mutual will treat this matter with the urgency, sensitivity and fairness it deserves and provide me with a clear written response regarding the outcome of its investigation and how this matter will be resolved.

I trusted Old Mutual with my policy and answered the questions I was asked honestly. I should not be disadvantaged because of an error that was made by the advisor when my information was captured.