IMPRACTICAL WAITING PERIOD FOR COVID RELATED CLAIMS

The agent told me their normal waiting period to process and pay out is 48 working hours. WE ARE IN A WORLD WIDE PANDEMIC YET YOU ARE USING NORMAL PROCESSES AND WAITING PERIODS,HOW??? FYI when a person dies from covid the rules are that they do not stay at the mortuary for more than 3 days. My father passed away on Sunday 5 July, I was only able to get the death certificate on Tuesday 7July midday due to long cues at home affairs so I have already lost 1 day. When I come to you at 1pm you first ostracize me because of my dad's status even though I tested negative then you tell me I must wait 48 working hours for the claim to be processed. Where's the compassion? Where's the innovation? Your Risk and Compliance teams need to relook at your normal processes because we are not living in normal times. Your frontline staff aslo needs better training on how to deal with clients and Covid related claims. We had to make means and bury my dad on Friday 10 July, Old Mutual paid out on Saturday 11 July. I have never missed a payment but you did not deliver on your side when it was time to. Ningiphoxile to say the least.