Death Claim

Policy Number CEB*** ID number *** Innocentia Mazibuko. 1.We went in to do a death claim for my father Themba Ndlovu at Dobsnville mall Branch Soweto who is a spouse to the Policy holder on the 5th November and we were told that all the papers are in order including the change of surname affidavit done by the Policy Holder Innocentia Mazibuko 2.The Consult told us that the claim payment will be in on Friday and she even made us a Card for Old Mutual so that the payment can reflect immediately. 3.Friday Came we didn't receive any case number via sms nor any fone call from them whatsoever and we specifically told the consultant that the funeral will be on Saturday. 4.On the 9th we went back to the Branch to make a follow about the payment and we were told that we need support documents such as a Letter for Lobola to Prove that the deceased is really her spouse. -They requested for a letter from Home affairs that the has changed his surname (the affidavit has been done for that already an they acknowledged it) My Question is? 1.Why did you load that deceased as a spouse without requesting for supporting documents? 1.We were told that all is order on the 5th and we didnt receive any follow up case nor phone until we went back to the branch 2. The funeral Parlor processed this on their side with no problem what so ever Vuyo Funerals. Note: The only issue here is the change of Surname by the deceased and not the customery Marriage issue.

The consultated we spoke to was Mapule and her Supervisor or Manager is Boitumelom Machaba who gave us such an appauling service now they expect us to do the run arrounds with families and yet we not told from the beginning this not good service at all its actually very disappointing for such a big company as yours that yiur own staff doesnt know how conduct proper client service. Now that we have claim the money we are told about supporting documents.

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