Funeral policy

My mother opened a funeral policy for my grandmother 2012 . My mother passed away 31 December 2023 and my grandmother went to Old Mutual office and they told her to keep on paying as my mother was a payer and the policy was paid through cardless deposit to Standard Bank . So immediately after my mother passed away I was the one making the cash deposit until I decide to go to Old Mutual for account number so that Old Mutual can do a debit order or I do a schedule payment so the lady that was assisting me said me it’s not possible that we pay for a funeral plan and the person that opened it passed away and she referred us to someone else and that person said we bring BI form , death and ID they will make a claim and when we have questions regarding this no one is telling us the straight answer if how much we will get . They said we must wait for 5 days and there no feedback I called the contact center , the agent that was assisting me said I should wait they are still busy assessing and there’s missing information , the sms was sent to me whereas there was no sms in my cell phone and she said the missing information is for me to write an email why we have been paying this policy since the payer passed away and I was so confused because when we were in the branch they were suppose to write everything in their system .

When I call again the lady that was assisting me hung up on me and I must rate the service so I gave her 1 star as I feel disrespected. I want to know what is going to happen now since I only received R800 now as we been paying this policy for more than 5 years and we thought we will receive the cover amount.

If the issue is not resolved or I am not happy with your feedback I will have to go to ombudsman. Old Mutual has been trending for ****ming people I guess Im also the victim . The service I receive from the contact center is terrible . If you cared about customer service you were suppose to check the response rate that the customer gave once speaking with your agents .

Thank you