FORMAL DISPUTE – Policy ***8 – Incorrect Lapse and Debit Order Processing Failure

I am formally disputing the status of my Old Mutual Greenlight policy (Policy Number: ***8).

Your recent communication states that my policy lapsed on 02/06/2023 and cannot be reinstated. This is inconsistent with my payment history, your own communications, and your handling of my recent banking change.

For clarity:

I have maintained this policy for over 7 years with consistent monthly premiums of R617. Premiums were successfully debited in January, February, and March 2026. In March 2026, I requested a banking change from Nedbank to Absa for my policies. This banking change was successfully processed on my main Old Mutual policy, and the debit was collected accordingly. However, the same change was not implemented on my Old Mutual Greenlight policy.

On 27 March 2026, I received communication requesting completion of a debit order mandate, confirming that the policy was active at that time.

I further received email communication on 3 April confirming that my banking details had been updated from Nedbank to Absa. This was also confirmed during my branch visit on 10 April 2026 (***).

Despite this, the April debit on the Greenlight policy did not process due to the banking change not being correctly implemented.

I have now been informed that:

The policy has lapsed and cannot be reinstated, and The policy allegedly lapsed on 02/06/2023

This creates a material contradiction.

If the policy lapsed in June 2023:

Premiums should not have continued to be collected in 2026 A banking change should not have been processed in March 2026 The policy should not have been recognised and serviced at branch level in April 2026

Additionally, the missed April premium was a direct result of incomplete implementation of my banking change, not non-payment on my part.

I was also informed during my branch visit that the policy would be reinstated. It is therefore concerning that I was subsequently advised on 12 April that reinstatement is no longer possible.

In over 7 years of holding this policy, I have never missed a payment. The current outcome appears to be the result of internal administrative failure rather than any default on my part.

Accordingly, one of the following must apply:

The policy did not lapse and must be reinstated immediately with full benefits intact, or The policy lapsed in 2023, in which case all premiums collected thereafter must be refunded in full, with applicable interest

Given my payment history and the administrative failure in processing my banking change, the current outcome is neither reasonable nor consistent with fair treatment.

I require written confirmation within 5 working days of:

The correct policy status Reinstatement or full refund with interest A clear explanation of how premiums continued to be collected on a supposedly lapsed policy

Failing this, I will proceed with escalation to the Ombudsman for Long-term Insurance and pursue recovery through all available channels.

Kind regards Miss Mabunda