NO CUSTOMER SERVICE ONCE THEY HAVE YOUR MONEY

I have send the below to Old Mutual yesterday giving them a chance to make things right before posting here but seeing as we have still not had any joy this is the message I sent yesterday. Hello, I am extremely distressed by and unhappy with the service I have received from Old Mutual. My mother’s partner died on the first of this month (01.09.2020) She now needs to claim from his life insurance policy in order to pay bills etc. She is obviously in mourning and on top of that battling to get any assistance from you, which is absolutely disgusting. By your treatment of her one would think she is a beggar not a client. First off, she was informed that she is not the beneficiary on the policy which is incorrect, it took hours of our lawyer fighting with you on the phone for your consultant to find the documentation naming my mother as the beneficiary and to update your system which should have been done July 2017!!! This is a woman who has lost her partner and now has to be told incorrect and extremely stressful information by your organisation as if things were not bad enough! Now that we have finally established that she is in fact the beneficiary, she submitted her first query on the 09.09.2020 and is then told she needs to wait 5- 10 working days before you will even tell her what documentation she needs to submit for the claim to be processed. Never mind how long the claim will take to be processed once this documentation is submitted. Every person we have dealt with up to this point now including Regis Chikadaya cant even be bothered to send us what documentation needs to be submitted yet he did respond with allot of unhelpful financial jargon which my mom has asked him to explain with no response thus far. My next step is to post this message on Hello Peter and every other platform I can find. I expect a response to this message and for my mother to be contacted by an individual who will help her through each step of this process kindly and efficiently until the claim has been processed and paid out. Upon a response to this I will provide her contact details. As mentioned above we have still not had any helpful response from them and absolutely no action has been taken on there part, I will post each day to update the public on our progress... I wonder how quickly we would have had a response if we wanted to buy something, but years and years of paying premiums doesn't warrant that kind of service according to OLD MUTUAL.