Non-finalization of change of beneficiary request

I am extremely disappointed with the service I have received from Old Mutual. I submitted a beneficiary change form on 25 July 2025, and promptly received an acknowledgment of receipt. On 28 July 2025, I was requested via email to clarify the purpose of the beneficiary change, which I responded to on the same day.

Following this, I contacted Old Mutual and was advised that my request would be processed. However, on 06 August 2025, I received an SMS indicating that there were still outstanding requirements. When I contacted Old Mutual again on 07 August 2025, I was informed that my email from 28 July 2025 had not been actioned. As a result, my request remains unresolved.

I feel I am being sent from pillar to post in trying to finalize a straightforward request. This experience leaves me deeply concerned about the level of service I would receive in the event of an actual claim. I have since lodged a formal complaint with the Legal Department and, should the matter remain unresolved, I intend to escalate it to the Insurance Ombudsman.

I am frustrated and disappointed by the lack of accountability and seriousness with which my request has been handled.