NO SERVICE FROM OLD MUTUAL - CANNOT FIND FILE

19 Oct - submitted all paperwork to claims department for a life policy claim 19 Oct - received an auto reply to say all paperwork received and we will be contacted 31 Oct - phoned call centre as no email from Old Mutual, was advised that it takes 12 working days for them to start working on the claim 7 Nov - phoned call centre as 12 working days were up and no feedback from Old Mutual - was advised that the policy was ceded to FNB and we had to contact FNB to complete a consent form for them to continue Phoned FNB - they cannot find the ID number and cannot help without it 7 Nov - Phoned Old Mutual again and spoke to Faiza - she said she will request more information on the policy and send me the consent form to give to FNB - this was never done 8 Nov - Phoned Old Mutual again and spoke to Paul - explained the whole situation again and he said he would escalate it and send me the consent form which he did 10 Nov - Phoned Old Mutual again as no feedback. Spoke to Grant (Supervisor) explained everything again, he said he would find out where the file is and phone me back which he never did. I gave all my details to Zoe 14 Nov - Phoned Old Mutual again as no feedback. Spoke to Anika as Grant was not in the office, she said she would get Daniel (Technical Support) to phone me back. He did phone but I could not take his call. He left a message and said he would call later which never happened.

So my question to Old Mutual is the following ! A client pays every month - client passes away, family tries to get all the paperwork submitted. Old Mutual just does not care ! They have got no record on file of what was ceded to the bank - they have no record - they cannot send an statement of the policy as nothing shows on the system ! They need to find the archive file (which was taken a week) - No file ? So what now Old Mutual ?

I am so glad my life policies are with someone else, I would hate for my children to have to go through all of this one day