Consultant mislead me and did not disclose that she is not reinstating my policy instead she issued me a new one and when I try to claim it says my policy is within 6 month which is not true my groupscheme policy has been active since 2014

I would like to lodge a complaint regarding the outcome of my funeral claim Ref CEA***. I was advised that I have Old Mutual protect cover which I was not aware of until today, this policy was issued to me without my knowledge as I have always been insured under Old Mutual groupscheme which is not supposedly inactive.

I took out Old Mutual group scheme policiesin 2014 and in 2023 I had financial challenges and I called Old Mutual group scheme for a 6 months payment holiday which I was granted. The payment holiday ended in April 2024 where Old Mutual was supposed to debit my account thereafter. To my surprise Old Mutual did not debit in May.

A consultant called july 2024 to advise me that you haven’t been receiving the premium and I told her that I don’t know why you haven’t been debiting as my debit date is on the 20th and I get paid on the 20th of every month, nonetheless she advised that she will reinstate the policy and my next debit date will be the 20th of July which was successful.

The agent said on the recorded line that she is reinstating the policy not issuing me with a new one ( please retrieve the recording and also share it with me) as a former Old Mutual Insure employee who worked for Old Mutual for 8 years I understand how insurance works and to reinstate a policy is not to reissue a new one.

My father passed on on the 8th of august and I submitted a claim because my policy is supposed to be active only then do I find out that she issued me with a new policy instead.

I would like Old Mutual to either pay my claim or backdate my premiums and pay me all my premiums from 2014

I was not treated fairly as a customer and that agent is a ***** because she was just chasing a sale and according to the FAIS act and treating customers fairly she was supposed to ask me new underwriting question if she was issuing me with a new policy

I didn’t even know of Old Mutual protect till today I have always been insured under the group scheme policy

I want my money or I will take this to the highest level ifI need to

Your agents a *****s