AK
Aadila K
1 reviews | Active since Mar 2019
04 Dec 2020, 15:44
DISGUSTED SERVICE LEVELS OLD MUTUAL
CLAIM NOT PAID OUT!!!! Claim number 181 704 24
I am utterly disappointed with the service received/rendered from numerous agents at Old Mutual.. After 2 whole years we received confirmation after WE called in on Tuesday 2/12/2020 from Mogamat that payment will be made on Friday and that all was in order. He informed me that he has escalated the matter as well for payment. I called in to change banking details and spoke to Derek for the claim to be paid into a capitec account of which we received the account had been updated via email the next day.
Today I called in to find out if all was in order only to be told sorry its not finalized yet and it will have to be sent to the manager who is in interviews the whole day.
Still no feedback given. Eventually I got hold of Mogamat and he advised that i should call Karen Hendricks- she informed me that she will call me back before end of business day!! I am thrown from pillar to post!!
I don't understand why this claim has taken so long to begin with and finally at finality stage it takes even longer. When it comes to collecting premiums its easy but for feedback and payments to be made to clients it takes 2 whole years.
I advise nobody to take out any Life cover with Old Mutual..
Helpful (0)
Replies (4)0
Replies (4)
Old Mutual's replyOfficial
04 Dec 2020, 16:05 Dear Aadila
Thank you for the review.
We apologise for the inconvenience caused.
We will investigate and resolve the matter with you directly.
Regards
Old Mutual Complaints Management
Thank you for the review.
We apologise for the inconvenience caused.
We will investigate and resolve the matter with you directly.
Regards
Old Mutual Complaints Management
Old Mutual's reply04 Dec 2020, 16:05
Official
Dear Aadila
Thank you for the review.
We apologise for the inconvenience caused.
We will investigate and resolve the matter with you directly.
Regards
Old Mutual Complaints Management
Thank you for the review.
We apologise for the inconvenience caused.
We will investigate and resolve the matter with you directly.
Regards
Old Mutual Complaints Management
AK
Aadila K's updateReviewer Update
08 Dec 2020, 06:30Service Level Poorer than ever!! Policy 181 704 24
Grant finally called me regarding the complaint yesterday 07/12/2020!! He basically indirectly accused or shall I say insinuated that the call between myself and Mogamat did not happen. He said they were still retrieving calls and that the claim is still in progress. With that being said I forwarded the time of calls to Grant and still no response.
During our conversation I said as far we are concerned we were informed by Mogamat that the claim is settled and the monies will be paid out and 2 years and a bit down the line you cant tell me that you still waiting for information.. What are your assessors doing? Who are you guys dealing with? What information is outstanding?
Guess what: He could not answer me.
I would think that if a claim took that long to sort out one would know what is going on!!
I am utterly disgusted with the service because to approve life covers they do it in an instant- why was whatever information they looking for called at new business stage.
I insist on receiving a call from Mr Williamson himself as this is not standard protocol!!
I requested all information to report this case to the Ombud and FSCA and no response again. NO OLD MUTUAL THIS IS NOT HOW YOU TREAT CLIENTS!!! Its not in line with TCF!!
Please contact today as a matter of urgency!!
Regards,
Aadila
Grant finally called me regarding the complaint yesterday 07/12/2020!! He basically indirectly accused or shall I say insinuated that the call between myself and Mogamat did not happen. He said they were still retrieving calls and that the claim is still in progress. With that being said I forwarded the time of calls to Grant and still no response.
During our conversation I said as far we are concerned we were informed by Mogamat that the claim is settled and the monies will be paid out and 2 years and a bit down the line you cant tell me that you still waiting for information.. What are your assessors doing? Who are you guys dealing with? What information is outstanding?
Guess what: He could not answer me.
I would think that if a claim took that long to sort out one would know what is going on!!
I am utterly disgusted with the service because to approve life covers they do it in an instant- why was whatever information they looking for called at new business stage.
I insist on receiving a call from Mr Williamson himself as this is not standard protocol!!
I requested all information to report this case to the Ombud and FSCA and no response again. NO OLD MUTUAL THIS IS NOT HOW YOU TREAT CLIENTS!!! Its not in line with TCF!!
Please contact today as a matter of urgency!!
Regards,
Aadila
AK
Aadila K's update08 Dec 2020, 06:30
Reviewer Update
Service Level Poorer than ever!! Policy 181 704 24
Grant finally called me regarding the complaint yesterday 07/12/2020!! He basically indirectly accused or shall I say insinuated that the call between myself and Mogamat did not happen. He said they were still retrieving calls and that the claim is still in progress. With that being said I forwarded the time of calls to Grant and still no response.
During our conversation I said as far we are concerned we were informed by Mogamat that the claim is settled and the monies will be paid out and 2 years and a bit down the line you cant tell me that you still waiting for information.. What are your assessors doing? Who are you guys dealing with? What information is outstanding?
Guess what: He could not answer me.
I would think that if a claim took that long to sort out one would know what is going on!!
I am utterly disgusted with the service because to approve life covers they do it in an instant- why was whatever information they looking for called at new business stage.
I insist on receiving a call from Mr Williamson himself as this is not standard protocol!!
I requested all information to report this case to the Ombud and FSCA and no response again. NO OLD MUTUAL THIS IS NOT HOW YOU TREAT CLIENTS!!! Its not in line with TCF!!
Please contact today as a matter of urgency!!
Regards,
Aadila
Grant finally called me regarding the complaint yesterday 07/12/2020!! He basically indirectly accused or shall I say insinuated that the call between myself and Mogamat did not happen. He said they were still retrieving calls and that the claim is still in progress. With that being said I forwarded the time of calls to Grant and still no response.
During our conversation I said as far we are concerned we were informed by Mogamat that the claim is settled and the monies will be paid out and 2 years and a bit down the line you cant tell me that you still waiting for information.. What are your assessors doing? Who are you guys dealing with? What information is outstanding?
Guess what: He could not answer me.
I would think that if a claim took that long to sort out one would know what is going on!!
I am utterly disgusted with the service because to approve life covers they do it in an instant- why was whatever information they looking for called at new business stage.
I insist on receiving a call from Mr Williamson himself as this is not standard protocol!!
I requested all information to report this case to the Ombud and FSCA and no response again. NO OLD MUTUAL THIS IS NOT HOW YOU TREAT CLIENTS!!! Its not in line with TCF!!
Please contact today as a matter of urgency!!
Regards,
Aadila
AK
Aadila K's updateReviewer Update
15 Dec 2020, 08:42 Service Level Poorer than ever!! Policy 181 704 24
It is with utmost frustration that i write again in the hope to receive some response. I have been in contact with Karen who has been trying to help but i receive the same story over and over that we are still busy investigating.
It took 3 years for an assessor Mr Calitz to go out and interview people to finalize- will it take another 3 years for these claims to be paid.
I have asked numerous times for all the information regarding these cases so a complaint can be lodged with the Ombud and FSCA but Old Mutual cant even give us that... I have asked to speak to Mr Williamson and I am still waiting!!
This cannot go on any longer- as far as we were informed in the beginning by Mogamat this claim was being finalized for payment and that is what we expect. This would have never happened at Outsurance which we have other insurance with...
Where is the financial advisor through this whole process who wrote up the new business. Surely he has a financial needs analysis that Old Mutual looked at before accepting these cases.
Our only regret is that we did not take these policies out with Outsurance- they pride themselves in customer service!!
We need the claim paid out by no later than Thursday or we will address this on every social media platform in order to get an answer out of Old Mutual.
Kind Regards
Aadila
It is with utmost frustration that i write again in the hope to receive some response. I have been in contact with Karen who has been trying to help but i receive the same story over and over that we are still busy investigating.
It took 3 years for an assessor Mr Calitz to go out and interview people to finalize- will it take another 3 years for these claims to be paid.
I have asked numerous times for all the information regarding these cases so a complaint can be lodged with the Ombud and FSCA but Old Mutual cant even give us that... I have asked to speak to Mr Williamson and I am still waiting!!
This cannot go on any longer- as far as we were informed in the beginning by Mogamat this claim was being finalized for payment and that is what we expect. This would have never happened at Outsurance which we have other insurance with...
Where is the financial advisor through this whole process who wrote up the new business. Surely he has a financial needs analysis that Old Mutual looked at before accepting these cases.
Our only regret is that we did not take these policies out with Outsurance- they pride themselves in customer service!!
We need the claim paid out by no later than Thursday or we will address this on every social media platform in order to get an answer out of Old Mutual.
Kind Regards
Aadila
AK
Aadila K's update15 Dec 2020, 08:42
Reviewer Update
Service Level Poorer than ever!! Policy 181 704 24
It is with utmost frustration that i write again in the hope to receive some response. I have been in contact with Karen who has been trying to help but i receive the same story over and over that we are still busy investigating.
It took 3 years for an assessor Mr Calitz to go out and interview people to finalize- will it take another 3 years for these claims to be paid.
I have asked numerous times for all the information regarding these cases so a complaint can be lodged with the Ombud and FSCA but Old Mutual cant even give us that... I have asked to speak to Mr Williamson and I am still waiting!!
This cannot go on any longer- as far as we were informed in the beginning by Mogamat this claim was being finalized for payment and that is what we expect. This would have never happened at Outsurance which we have other insurance with...
Where is the financial advisor through this whole process who wrote up the new business. Surely he has a financial needs analysis that Old Mutual looked at before accepting these cases.
Our only regret is that we did not take these policies out with Outsurance- they pride themselves in customer service!!
We need the claim paid out by no later than Thursday or we will address this on every social media platform in order to get an answer out of Old Mutual.
Kind Regards
Aadila
It is with utmost frustration that i write again in the hope to receive some response. I have been in contact with Karen who has been trying to help but i receive the same story over and over that we are still busy investigating.
It took 3 years for an assessor Mr Calitz to go out and interview people to finalize- will it take another 3 years for these claims to be paid.
I have asked numerous times for all the information regarding these cases so a complaint can be lodged with the Ombud and FSCA but Old Mutual cant even give us that... I have asked to speak to Mr Williamson and I am still waiting!!
This cannot go on any longer- as far as we were informed in the beginning by Mogamat this claim was being finalized for payment and that is what we expect. This would have never happened at Outsurance which we have other insurance with...
Where is the financial advisor through this whole process who wrote up the new business. Surely he has a financial needs analysis that Old Mutual looked at before accepting these cases.
Our only regret is that we did not take these policies out with Outsurance- they pride themselves in customer service!!
We need the claim paid out by no later than Thursday or we will address this on every social media platform in order to get an answer out of Old Mutual.
Kind Regards
Aadila
AK
Aadila K's updateReviewer Update
07 Jan 2021, 07:55 Policy 181 704 24 - Beyond worst service ever
During mid to late December Mogamat phoned me and informed me that the only reason the claim was not paid out is because they just needed to verify the letter of authority as it was a hand written and photographed. He ensured me that Karen had concluded this and that this was the delay... Guess what we almost mid January and the claim has not been paid.
The assessor met with the deceased daughter in December, my question is why wasn't this done 3 years ago. When we complain than things start moving. I have been trying to get feedback from the assessor and call center but nobody answers my calls. Phone only rings, what kind of service is this.
Mogamat promised to call me everyday and has since not called at all. Mr Williamson himself did not call. Too busy to speak to small fry I am assuming!!!
Should this claim not be sorted out before the end of business week, we will be taking this to media.
Regards
Aadila
During mid to late December Mogamat phoned me and informed me that the only reason the claim was not paid out is because they just needed to verify the letter of authority as it was a hand written and photographed. He ensured me that Karen had concluded this and that this was the delay... Guess what we almost mid January and the claim has not been paid.
The assessor met with the deceased daughter in December, my question is why wasn't this done 3 years ago. When we complain than things start moving. I have been trying to get feedback from the assessor and call center but nobody answers my calls. Phone only rings, what kind of service is this.
Mogamat promised to call me everyday and has since not called at all. Mr Williamson himself did not call. Too busy to speak to small fry I am assuming!!!
Should this claim not be sorted out before the end of business week, we will be taking this to media.
Regards
Aadila
AK
Aadila K's update07 Jan 2021, 07:55
Reviewer Update
Policy 181 704 24 - Beyond worst service ever
During mid to late December Mogamat phoned me and informed me that the only reason the claim was not paid out is because they just needed to verify the letter of authority as it was a hand written and photographed. He ensured me that Karen had concluded this and that this was the delay... Guess what we almost mid January and the claim has not been paid.
The assessor met with the deceased daughter in December, my question is why wasn't this done 3 years ago. When we complain than things start moving. I have been trying to get feedback from the assessor and call center but nobody answers my calls. Phone only rings, what kind of service is this.
Mogamat promised to call me everyday and has since not called at all. Mr Williamson himself did not call. Too busy to speak to small fry I am assuming!!!
Should this claim not be sorted out before the end of business week, we will be taking this to media.
Regards
Aadila
During mid to late December Mogamat phoned me and informed me that the only reason the claim was not paid out is because they just needed to verify the letter of authority as it was a hand written and photographed. He ensured me that Karen had concluded this and that this was the delay... Guess what we almost mid January and the claim has not been paid.
The assessor met with the deceased daughter in December, my question is why wasn't this done 3 years ago. When we complain than things start moving. I have been trying to get feedback from the assessor and call center but nobody answers my calls. Phone only rings, what kind of service is this.
Mogamat promised to call me everyday and has since not called at all. Mr Williamson himself did not call. Too busy to speak to small fry I am assuming!!!
Should this claim not be sorted out before the end of business week, we will be taking this to media.
Regards
Aadila