Extremely bad service at old mutual

Good evening

I m writing this review very sad, my wife is deceased and I was sent to Old Mutual to submit a claim which I did during my arrival at Thavhani mall I was told that is the 1st time seeing such policy which we phoned and the consultant did capture.

After that i did receive a text stating that I have to submit an affidavit which I did submit two times on email and I was keeping on receiving text saying the document is still pending. I then took the document again to Thohoyandou which they scanned.

To my surprise today receiving a text that 3 documents are now pending, I then went to golden walk mall to submit the documents as per text, when I get there I was told that the policy doesn't exist, the consultant Emmanuel even phoned the call center which they told me again that the policy doesn't axist, my question to the consultant was how was it captured at the 1st place since I have two ref number from old mutual branch.

I m disappointed on the service I have received at old mual I believe there is a lot to be done on customer services.

Text from old mutual Old Mutual. MR NNDONDENI EMMANUEL MONTSHO. Dear Valued Customer. Kindly complete Death Claim request form, submit affidavit or marriage certificate, your bank statement, submit all documents to this reference CEB***-2. Please do no open a new reference number. Thank you . Tel ***. Quote this ***

Please help me, it's painful to be taken up and down while still in pain of the loss of the person you love.

Kind regards Nndondeni ***