Non payment of Funeral Policy

I made a claim at Old Mutual for my cousin's funeral policy on the 14th of July 2020 through their WhatsApp. I was told that my claim will be processed within 48 Hours.

I waited and made a follow-up again on the 17th of July but the Customer service did not pick my calls after holding for more than an hour. On Monday the 20th I went to the branch but they also could not assist me with anything. They told me they are not even fami**** with the WhatsApp system but they called Head Office. They were told not to send any documents as I brought documents because in the WhatsApp they did not request any documents. They were told to write the whole story and send to Head office and they will attend to my query. After the two days I receive an SMS saying they are still verifying information.

I called the callcentre numerous times holding for hours with no reply whilst your airtime is wasted. When I managed to get a consultant, I was told the same story of verifying. They told me they are still busy with the claim and they will escalate this to back office. I sent numerous E-mails to all the customer service E-mails at Old Mutual but there is still no reply till today.

I don't know what I need to do in order for the claim to be processed and it surprises me because the reason of taking the policy is to help with the funeral expenses, so if this does not happen that means the cover is useless.

I really need someone to give me value for my money and not disrespect me as a client by not responding to my follow-ups. I am so disappointed because I went to OM because I trusted the brand but I guess it is not like that anymore.

Please can I get my claim as per our agreement when I took the Policy?

Nomzamo