Most Uncompassionate Service EVER!

<p>I lost my son on Monday 03/07/2017, due to unforseen circumstances, i only received his death certificate by wednesday afternoon. I went to old mutual to submit my claim, close to closing time and they gave me a form for the police to fill out since it was unnatural causes and i had to make an affidavit since my son never collected his id from Home Affairs and they would not release it to anyone but the person himself. All this i understand. I went back the Thursday with all the relevant documentation required and everything was submitted, i even received 2 sms'es regarding the claim, stating that it has been received and it is in progress (this is from the thursday). Since it takes 48hrs and the funeral was on the saturday, i made arrangements with the undertaker to pay him the Monday, or latest Tuesday. By Monday, i heard nothing from no one, so i went to the closest branch, Kenako, and the unfriendliest staff there is unbelievable. the consultant advised me that i will have to wait till Tuesday morning to see if anything comes through and then i can come in to do a follow up. he did not even go on his computer to check or anything, just grinned at me and sent me away. So this morning i rather went to the branch where i submitted my claim, where the staff is not much better i might add, Govan Mbeki Ave. I get there early, they advise me that they can only do a followup on the system and they will get back to me, i just have to wait. i explained my situation to the lady, who said unfortunately there is nothing she can do. i asked if she could call customer service for me so i can get some answers from them, but guess what, they are not allowed to do that and the customers have to wait until they(old mutual) get back to them. Unacceptable! so here i go, call customer service only to be told that they need an id, really! I advise the lady that my son never collected his id from home affairs, hence the affidavit accompanying the birth certificate. Tell me, how does this happen? What do these people do when they submit the claims? Surely if they took the time to check all the documents they would have noticed that there is no id, but a birth certificate along with an affidavit explaininig why there is no id. So, if i did not call old mutual, no one would have bothered with my claim because they did not see an id. No one contacted me to tell me what they wanted, or what they still needed for me to explain the situation. Today is Tuesday and they tell me unfortunately there are processes to follow, what kind of service is this? what is the use of me having a policy if i have to owe people to get my loved ones buried? never in my life have i experienced such bad service from such a company, you would expect them to go out of their way to assist you, have some compassion for your loss, but people, be warned, this is what you have to look forward to from OLD MUTUAL.</p>