LT
Lesego T
1 reviews | Active since Jan 2025
16 Jan 2025, 14:23
Life Cover claim
Good day
Please kindly assist Mrs. Tema came to the old Mutual branch in Sandton city to inquire regarding claim for policy ***, when we called customer service they said they can't pick up any information but above I have attached transaction summary.
I then decided to call *** and I was advised that there was a claim received and because of the loading on the system instead of R200 000 there was reduction to R107 000 but she couldn't explain further because I'm not adviser on record.
There was a letter the claimant was supposed to sign to accept offer of reduction but she did not receive as customer service has nothing on record and Old Mutual Protect has information but they're not willing to disclose more information,
Your Assistance will be highly appreciated in this matter to assist with the claim process and pay out required amount as per contract, CEB*** ON 30/05/2024 stated client was supposed to go to nearest branch to sign letter but there was no letter.
Please contact client on ***/ ***
Helpful (0)
Replies (3)0
Replies (3)
Old Mutual's replyOfficial
16 Jan 2025, 14:44Hi Lesego
We’re sorry to hear about your service experience. We understand your frustration and will investigate this matter urgently. One of our team members will reach out to you directly to resolve this.
Regards
Old Mutual Complaints Management
We’re sorry to hear about your service experience. We understand your frustration and will investigate this matter urgently. One of our team members will reach out to you directly to resolve this.
Regards
Old Mutual Complaints Management
Old Mutual's reply16 Jan 2025, 14:44
Official
Hi Lesego
We’re sorry to hear about your service experience. We understand your frustration and will investigate this matter urgently. One of our team members will reach out to you directly to resolve this.
Regards
Old Mutual Complaints Management
We’re sorry to hear about your service experience. We understand your frustration and will investigate this matter urgently. One of our team members will reach out to you directly to resolve this.
Regards
Old Mutual Complaints Management
LT
Lesego T's updateReviewer Update
16 Jan 2025, 23:51I am writing to express my disappointment and frustration with the service I received regarding a claim for policy ***. My Mother, Mrs Tema, visited the Old Mutual branch in Sandton Cuty to inquire about the claim status.
Despite having the following reference numbers: CEB***, CEB***, CEB***, and CEB***, the customer service (Paul) was unable to provide any information. When I called ***, I was informed that the claim was received but due to system loading issues the payout amount was reduced from R200,000 to R107,000.
However the representative was unable to provide further explanation, citing that I am not the advisor on record. Moreover, there was a letter that the claimant was supposed to sign to accept the reduced offer, but it was never received.
I am extremely dissatisfied with the lack of communication and transparency throughout this process. The claim was made in may but my Mother only received an sms notification in December and even now there is no payout from the policy. This is unacceptable as there was no proper communication or payout made.
I request that you urgently assist with the claim process and payout required amount as per the contract. Please contact my Mother at *** or *** to resolve this matter. Time is of the essence, as this ongoing issue is affecting my Mother’s health.
Despite having the following reference numbers: CEB***, CEB***, CEB***, and CEB***, the customer service (Paul) was unable to provide any information. When I called ***, I was informed that the claim was received but due to system loading issues the payout amount was reduced from R200,000 to R107,000.
However the representative was unable to provide further explanation, citing that I am not the advisor on record. Moreover, there was a letter that the claimant was supposed to sign to accept the reduced offer, but it was never received.
I am extremely dissatisfied with the lack of communication and transparency throughout this process. The claim was made in may but my Mother only received an sms notification in December and even now there is no payout from the policy. This is unacceptable as there was no proper communication or payout made.
I request that you urgently assist with the claim process and payout required amount as per the contract. Please contact my Mother at *** or *** to resolve this matter. Time is of the essence, as this ongoing issue is affecting my Mother’s health.
LT
Lesego T's update16 Jan 2025, 23:51
Reviewer Update
I am writing to express my disappointment and frustration with the service I received regarding a claim for policy ***. My Mother, Mrs Tema, visited the Old Mutual branch in Sandton Cuty to inquire about the claim status.
Despite having the following reference numbers: CEB***, CEB***, CEB***, and CEB***, the customer service (Paul) was unable to provide any information. When I called ***, I was informed that the claim was received but due to system loading issues the payout amount was reduced from R200,000 to R107,000.
However the representative was unable to provide further explanation, citing that I am not the advisor on record. Moreover, there was a letter that the claimant was supposed to sign to accept the reduced offer, but it was never received.
I am extremely dissatisfied with the lack of communication and transparency throughout this process. The claim was made in may but my Mother only received an sms notification in December and even now there is no payout from the policy. This is unacceptable as there was no proper communication or payout made.
I request that you urgently assist with the claim process and payout required amount as per the contract. Please contact my Mother at *** or *** to resolve this matter. Time is of the essence, as this ongoing issue is affecting my Mother’s health.
Despite having the following reference numbers: CEB***, CEB***, CEB***, and CEB***, the customer service (Paul) was unable to provide any information. When I called ***, I was informed that the claim was received but due to system loading issues the payout amount was reduced from R200,000 to R107,000.
However the representative was unable to provide further explanation, citing that I am not the advisor on record. Moreover, there was a letter that the claimant was supposed to sign to accept the reduced offer, but it was never received.
I am extremely dissatisfied with the lack of communication and transparency throughout this process. The claim was made in may but my Mother only received an sms notification in December and even now there is no payout from the policy. This is unacceptable as there was no proper communication or payout made.
I request that you urgently assist with the claim process and payout required amount as per the contract. Please contact my Mother at *** or *** to resolve this matter. Time is of the essence, as this ongoing issue is affecting my Mother’s health.
Old Mutual's replyOfficial
17 Jan 2025, 06:30Hello Lesego T, thank you for reaching out and sharing your concerns regarding the claim associated with policy ***. We sincerely apologise for the frustration and disappointment you and your mother, Mrs. Tema, have experienced throughout this process.
We understand how important this matter is, especially given the impact it has on your mother’s health. Please be assured that we take your feedback seriously and are committed to resolving this issue promptly.
A complaint assessor will be in touch with you, to assist in expediting the claim process. We appreciate your patience as we work to address this matter and ensure better communication moving forward.
We understand how important this matter is, especially given the impact it has on your mother’s health. Please be assured that we take your feedback seriously and are committed to resolving this issue promptly.
A complaint assessor will be in touch with you, to assist in expediting the claim process. We appreciate your patience as we work to address this matter and ensure better communication moving forward.
Old Mutual's reply17 Jan 2025, 06:30
Official
Hello Lesego T, thank you for reaching out and sharing your concerns regarding the claim associated with policy ***. We sincerely apologise for the frustration and disappointment you and your mother, Mrs. Tema, have experienced throughout this process.
We understand how important this matter is, especially given the impact it has on your mother’s health. Please be assured that we take your feedback seriously and are committed to resolving this issue promptly.
A complaint assessor will be in touch with you, to assist in expediting the claim process. We appreciate your patience as we work to address this matter and ensure better communication moving forward.
We understand how important this matter is, especially given the impact it has on your mother’s health. Please be assured that we take your feedback seriously and are committed to resolving this issue promptly.
A complaint assessor will be in touch with you, to assist in expediting the claim process. We appreciate your patience as we work to address this matter and ensure better communication moving forward.