LAPSED POLICY

I write on be half of my mum Shirley Naidoo, She has had a policy with you guys since 2012 (I could be wrong here but this policy is definitely more than 10 years old). Due to unforeseen circumstances the premium did not go off last month, I called in this month to say that she received a notification from the bank to say that the policy didn't go off again this month and needed them to do a double debit. Firstly I made numerous calls and waited endlessly for someone to answer, then there's a beep and no response but you are still on an active call, SO PATHETIC!! DOES ANYONE MONITOR DROPPED CALLS AT YOU CALL CENTRE!! Then I get ahold of an agent by the name of Nahisha Kay from greenlight who advised that the policy had lapsed in October 2023. Old mutual has been debiting my mum's account every month R 520.00 but we are told that the policy has lapsed. I come to this platform after an entire day of trying to get someone to answer your phones and assist with this issue.