I am writing to formally raise concerns regarding Old Mutual’s claims process, which lacks accessibility for elderly customers and those without digital literacy or smartphones

I am writing to formally raise concerns regarding Old Mutual’s claims process, which lacks accessibility for elderly customers and those without digital literacy or smartphones. The absence of a manual claims option creates difficulties, and staff are inadequately trained on claims procedures, leading to misinformation and delays. Additionally, consultants hesitate to assist customers using their phones, and there is a general lack of clear information on the claims process. I urge Old Mutual to implement a manual alternative, improve staff training, and enhance communication to ensure all customers can access their services effectively.