DISSAPOINTED

Good day

I am so disappointed in old mutual in November 2024 I took out an policy for my sister as she have cancer my financial advisor (of old mutual)at the time assisted me. The policy went straight from my payslip which gave me peace of mind.my financial advisor moved to another company and as per usual he will review our stuff every 3months.

He emailed old mutual in May 2025 about the policy they said it's up to date up until April and May money will be deducted 01/06/2025 which means everything is up to date...

My sister passed away a week ago and as I asked the advisor to do the claim he informed me that at old mutual they told him the policy lapsed due to no payment in August and according to them they emailed me(on my wife's email) that there is missed premiums they emailed since July...which makes no sense cos according to the email they send in May 2025 it was up to date and August it lapsed.Where is the 2month grace period?

They also informed the advisor that my payslip did not have space for that policy however they already deducted since 2024. I did not receive any emails from them or from my work informing me that something is canceled from my payslip. They resend the email that they apparently send in 2025 July and we received that one no other email.no calls no emails. Obviously if I knew it lapsed I would've made other arrangements as we must bury my sister who have minor kids

I am very disappointed as we are old mutual clients for years.

PS. I went into the branch and they assisted with an complaint aswell