Disgusting Service.

On the 7th of September 2022 my brother was ******ed, due to financial constraints at the time where my mom was not working and I was the only one working with a very low salary supporting my family my mom had asked my cousin Zeenith Moola to take out a funeral cover for us should anything happen to us, our funeral expenses are covered. My cousin now working overseas took out a cover with her already existing insurer which is Old Mutual, this year was her 10th year being with Old Mutual so roughly four years back either 2020/2021 she added my late brother to her cover. In September 2022 when my brother was brutally ******ed, she was overseas but was able to get a consultant to assist with her claim but because this was a ****** case we were told that his case is under investigation. So time went by till May 2024 where the lead detective came to our house letting us know that they are now closing the case so all the claims which were on hold can now resume. My cousin was still paying fory brothers cover since Sep 2022 till Sep 2024 as it was going off alongside her already existing retirement fund that she had. On May 2024 she proceeded with her claim for my late brother as she was still paying the monthly premiums almost 2 years later even though my brother had been deceased. She was assisted by Thula who told her to resend a few documents ofwhich she did but there was no feedback on her claim. When she recently came back to visit she went into the branches and was told to reapply and that was on the 22nd of Aug 2024, she did just and was advised it’s escalated to Head office. When she did an enquiry on the 3rd of September 2024 making it officially two years since my brother passed there was no feedback. She went back into the branch and she was told to go where she took out the cover, she had to drive to that branch and was advised to reapply yet again now being assisted by Vusi Ndlovu and that the funds should be in her account within 3 days and that was on the 11th of September 2024. It is now the 22nd of October 2024 and despite all the chases that has been done my cousin hasn’t received her funds. She decided to not to make any payments end of September 2024 and the nerve to receive an email stating “your premium was not received”. For the past decade she has been paying for her retirement fund and for the past 4 years she’s been paying for my brothers funeral cover even though he was deceased two years ago and these people have the nerve to not pay out the claim but still be chasing for premiums. My cousin has made dozens of enquiries and has not been assisted. This is to make people aware not to take out anything with Old Mutual as they are unhelpful and quick to take the money but not process claims. This is truly heartbreaking because not only did we loose my brother in a brutal way but the expenses we incurred for the funeral and the money that was meant to help out was not paid. My cousin has been making payments to Old Mutual for years but her claim has not been processed, thinking about all the money she has wasted paying you guys and the organisation does not to even care that she’s been a loyal customer despite her working overseas. The policies and procedures are truly appalling and I wish people are aware about how the company ****s people causing further distress on their lives. Imagine if my cousin hadn’t taken out my brother’s funeral cover she would’ve continued paying for the next decades only for this *****ulent organisation not to pay out at the end. I’m truly appalled and disgusted by this organisation.