MM
Monica M
1 reviews | Active since Nov 2021
30 Nov 2021, 16:53
Delayed Old Mutual Claims
We submitted a claim to Old Mutual in January of 2021 under my husband's name for a polis to pay out. Policy number: Policy ***4 E/L N DU PREEZ
When the claim was submitted we were told that it would take 6 - 8 weeks to process. 11 months later and we are still waiting for answers. We have no outstanding paperwork and yet nobody can give us any I formation. We follow up every two weeks and not once have we received feedback. The reason for no feedback is that nobody is allowed to contact the trustees who are responsible for handling the claims.
My husband was phoned a month ago to confirm that all the paperwork is indeed in order and we should receive the payment soon. This is extremely frustrating and they offer us no support or any help at all.
I will not recommend Old Mutual for any type of polis as the amount of time it takes them to pay out your money is extremely drawn out, loved ones who are added to the polis also have to jump through so many loopholes just to get any amount of help.
Helpful (0)
Replies (7)0
Replies (7)
Old Mutual's replyOfficial
30 Nov 2021, 16:54Good day Monica Maree
We received your review on the 30 November 2021.
We sincerely apologize for your service experience. I will investigate the matter and contact you directly should we require additional information.
Regards
Bilqees Carelse
Old Mutual Complaints Management
We received your review on the 30 November 2021.
We sincerely apologize for your service experience. I will investigate the matter and contact you directly should we require additional information.
Regards
Bilqees Carelse
Old Mutual Complaints Management
Old Mutual's reply30 Nov 2021, 16:54
Official
Good day Monica Maree
We received your review on the 30 November 2021.
We sincerely apologize for your service experience. I will investigate the matter and contact you directly should we require additional information.
Regards
Bilqees Carelse
Old Mutual Complaints Management
We received your review on the 30 November 2021.
We sincerely apologize for your service experience. I will investigate the matter and contact you directly should we require additional information.
Regards
Bilqees Carelse
Old Mutual Complaints Management
MM
Monica M's updateReviewer Update
30 Nov 2021, 17:10Thank you so much for your reply. I honestly hope to hear from you soon.
MM
Monica M's update30 Nov 2021, 17:10
Reviewer Update
Thank you so much for your reply. I honestly hope to hear from you soon.
Old Mutual's replyOfficial
30 Nov 2021, 17:41Dear Monica
Thank you for your update.
We will provide you with feedback tomorrow.
Kind regards
Old Mutual Customer Complaints
Thank you for your update.
We will provide you with feedback tomorrow.
Kind regards
Old Mutual Customer Complaints
Old Mutual's reply30 Nov 2021, 17:41
Official
Dear Monica
Thank you for your update.
We will provide you with feedback tomorrow.
Kind regards
Old Mutual Customer Complaints
Thank you for your update.
We will provide you with feedback tomorrow.
Kind regards
Old Mutual Customer Complaints
MM
Monica M's updateReviewer Update
02 Dec 2021, 17:48It has been a full two working days and, disappointingly, still no one has made contact with us. Can you please get back to us with more details on the matter mentioned above.
MM
Monica M's update02 Dec 2021, 17:48
Reviewer Update
It has been a full two working days and, disappointingly, still no one has made contact with us. Can you please get back to us with more details on the matter mentioned above.
Old Mutual's replyOfficial
03 Dec 2021, 10:22Good day Monica
Thank you for your update. I have emailed you on 1 December 2021 to ***.
Good day Monica
We refer to our e-mail of 30 November 2021.
We received feedback that the allocation process is finalised and that the claim has been referred to the Trustees for sign off.
I am monitoring the claim and will confirm when finalised.
Kind regards
| Coleen Aanhuizen Client Relationship Manager I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***5--
|
I will follow-up and provide you with feedback.
Kind regards
Coleen Aanhuizen
Customer Complaints Management
Thank you for your update. I have emailed you on 1 December 2021 to ***.
Good day Monica
We refer to our e-mail of 30 November 2021.
We received feedback that the allocation process is finalised and that the claim has been referred to the Trustees for sign off.
I am monitoring the claim and will confirm when finalised.
Kind regards
| Coleen Aanhuizen Client Relationship Manager I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***5--
|
I will follow-up and provide you with feedback.
Kind regards
Coleen Aanhuizen
Customer Complaints Management
Old Mutual's reply03 Dec 2021, 10:22
Official
Good day Monica
Thank you for your update. I have emailed you on 1 December 2021 to ***.
Good day Monica
We refer to our e-mail of 30 November 2021.
We received feedback that the allocation process is finalised and that the claim has been referred to the Trustees for sign off.
I am monitoring the claim and will confirm when finalised.
Kind regards
| Coleen Aanhuizen Client Relationship Manager I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***5--
|
I will follow-up and provide you with feedback.
Kind regards
Coleen Aanhuizen
Customer Complaints Management
Thank you for your update. I have emailed you on 1 December 2021 to ***.
Good day Monica
We refer to our e-mail of 30 November 2021.
We received feedback that the allocation process is finalised and that the claim has been referred to the Trustees for sign off.
I am monitoring the claim and will confirm when finalised.
Kind regards
| Coleen Aanhuizen Client Relationship Manager I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***5--
|
I will follow-up and provide you with feedback.
Kind regards
Coleen Aanhuizen
Customer Complaints Management
MM
Monica M's updateReviewer Update
13 Dec 2021, 09:01Our case still hasn't been finalized, now we are moving back and forth again.
Our latest email was informed us that our case has been sent back to investigators AGAIN.....
See below our reply.
Has the investigators concluded their case? They were supposed to speak to Mr. Du Preez and Zelda Swart, which they have done previously so I don't quite understand why it is necessary.
I would like this to be sorted out asap. We were told by the investigator when she phoned for the above mentioned numbers, that this whole hang up is only to confirm that my hasband is rightfully her only dependent. We have provided A LOT of information to prove this, they have spoke to her family and pervious husband's. It has been almost a year of just confirming that my husband in an only child.
We were informed in January that it would take 6-8 weeks, as you can imagine we are quite frustrated that everything hasn't been concluded as yet.
Please can you please help me in this regard.
Our latest email was informed us that our case has been sent back to investigators AGAIN.....
See below our reply.
Has the investigators concluded their case? They were supposed to speak to Mr. Du Preez and Zelda Swart, which they have done previously so I don't quite understand why it is necessary.
I would like this to be sorted out asap. We were told by the investigator when she phoned for the above mentioned numbers, that this whole hang up is only to confirm that my hasband is rightfully her only dependent. We have provided A LOT of information to prove this, they have spoke to her family and pervious husband's. It has been almost a year of just confirming that my husband in an only child.
We were informed in January that it would take 6-8 weeks, as you can imagine we are quite frustrated that everything hasn't been concluded as yet.
Please can you please help me in this regard.
MM
Monica M's update13 Dec 2021, 09:01
Reviewer Update
Our case still hasn't been finalized, now we are moving back and forth again.
Our latest email was informed us that our case has been sent back to investigators AGAIN.....
See below our reply.
Has the investigators concluded their case? They were supposed to speak to Mr. Du Preez and Zelda Swart, which they have done previously so I don't quite understand why it is necessary.
I would like this to be sorted out asap. We were told by the investigator when she phoned for the above mentioned numbers, that this whole hang up is only to confirm that my hasband is rightfully her only dependent. We have provided A LOT of information to prove this, they have spoke to her family and pervious husband's. It has been almost a year of just confirming that my husband in an only child.
We were informed in January that it would take 6-8 weeks, as you can imagine we are quite frustrated that everything hasn't been concluded as yet.
Please can you please help me in this regard.
Our latest email was informed us that our case has been sent back to investigators AGAIN.....
See below our reply.
Has the investigators concluded their case? They were supposed to speak to Mr. Du Preez and Zelda Swart, which they have done previously so I don't quite understand why it is necessary.
I would like this to be sorted out asap. We were told by the investigator when she phoned for the above mentioned numbers, that this whole hang up is only to confirm that my hasband is rightfully her only dependent. We have provided A LOT of information to prove this, they have spoke to her family and pervious husband's. It has been almost a year of just confirming that my husband in an only child.
We were informed in January that it would take 6-8 weeks, as you can imagine we are quite frustrated that everything hasn't been concluded as yet.
Please can you please help me in this regard.
Old Mutual's replyOfficial
13 Dec 2021, 10:56Good day Monica
Thank you for update.
I refer to my e-mail to you this morning. I received your e-mail and will inform the claims consultant to call Mr Du Preez today. n
I will keep you updated.
Kind regards
Coleen
Thank you for update.
I refer to my e-mail to you this morning. I received your e-mail and will inform the claims consultant to call Mr Du Preez today. n
I will keep you updated.
Kind regards
Coleen
Old Mutual's reply13 Dec 2021, 10:56
Official
Good day Monica
Thank you for update.
I refer to my e-mail to you this morning. I received your e-mail and will inform the claims consultant to call Mr Du Preez today. n
I will keep you updated.
Kind regards
Coleen
Thank you for update.
I refer to my e-mail to you this morning. I received your e-mail and will inform the claims consultant to call Mr Du Preez today. n
I will keep you updated.
Kind regards
Coleen