1 reviews | Active since Jun 2022
********** debit orders for inactive policies, a client left in the lurch!
After 30 years of being a client of Old Mutual my recent experienc has left me cold and shaken. In January 2022, i noticed my debit order had not been taken off my account for my policies. I immediately contacted my broker, to inform her of the fact. She said she would look into it for me and come back to me immediately. The next day I was informed, all my policies were showing as inactive- severe illness, dreaded desease and life policy. For a person of my age,this is an incredibly stressful thing to hear!! Especially because this was never my request. The broker then informed me that if something were to happen to me that old mutual would still pay out...i asked for this in writing which was never recieved. Now after being pushed from pillar to post eventually ending up after 9 calls to the call centre after months of trying to get answers, number 9 informed me, there was an a problem with my reciept of my blood tests. This was done by an old mutual nurse prior to my debit orders being processed off my account. In the mean time,the broker resigned,the manager of the Alberton branch,Tienie Coetzee, informed me today that they will not be refunding me for the payments to these policies that ran from 2019, that were never actually active. I am horrified at how this matter has been handled. Not once was i contact in that time to say blood tests weren't processed. Not once was I contacted to say you are paying for policies that will not pay out to your family if something happens to you now. You have let me down!
"Good day Mrs De Jong
I refer to your review of 2 June 2022.
I apologise for the delay in response. Mr Tienie Coetzee Sales Manager and Sampie Steyn, Regional Manager has been trying to reach and was unsuccessful.
The confirmed that they have done quotes on the new Old Mutual Protect product and that you were unhappy with the new premium. Please advise when will be the suitable for the managers to make contact with you.
Kind regardsCOLEEN AANHUIZENClient Relationship Manager I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***9--"
First of all,no- one tried to contact me.
I asked (for interest sake) what a new policy now would cost me,seeing that I am now much older than I was when I originally took out the policy.
All I asked - REFUND me the debit orders that went off my bank account for policies that never existed as explained in my complaint regarding Old Mutual.
In a previous communication to me, Old Mutual stated that they were "investigating" my case. What has been the outcome of this investigation? Has any action been taken against the broker that was negligent?
In an email from Mr Tienie Coetzee he states two different things in the same email: He states that I was covered during the time my premiums were paid but 1 sentence later,he states that no company will pay out if the bloodwork had not been received! (Blood was taken at my house by a company representing Old Mutual) I have all communications in this regard.
"Good day Mrs De Jong
I refer to your review of 2 June 2022.
I apologise for the delay in response. Mr Tienie Coetzee Sales Manager and Sampie Steyn, Regional Manager has been trying to reach and was unsuccessful.
The confirmed that they have done quotes on the new Old Mutual Protect product and that you were unhappy with the new premium. Please advise when will be the suitable for the managers to make contact with you.
Kind regardsCOLEEN AANHUIZENClient Relationship Manager I OML Customer Complaints
Mutualpark, Pinelands
T. +27 (0)21 *** I E. *** I R. --OCM***9--"
First of all,no- one tried to contact me.
I asked (for interest sake) what a new policy now would cost me,seeing that I am now much older than I was when I originally took out the policy.
All I asked - REFUND me the debit orders that went off my bank account for policies that never existed as explained in my complaint regarding Old Mutual.
In a previous communication to me, Old Mutual stated that they were "investigating" my case. What has been the outcome of this investigation? Has any action been taken against the broker that was negligent?
In an email from Mr Tienie Coetzee he states two different things in the same email: He states that I was covered during the time my premiums were paid but 1 sentence later,he states that no company will pay out if the bloodwork had not been received! (Blood was taken at my house by a company representing Old Mutual) I have all communications in this regard.