Not so ayoba service from Old Mutual Protect Life Cover

Your department of Old Mutual Protect Life Cover are not of any help. Called in to request a cancellation of the future plan on my life cover on the 16th Nov and I was given a CET*** ref number and told within 7 to 10 days it will be cancelled.

Few days later, I received an SMS saying I must submit a banking proof and quote the ref and I did respond same day.

A day later I got another SMS stating that I must submit cancel form request or an email stating that I want to cancel and again same day I responded. Then 2 days later I received the same SMS again and again I responded.

After a day or 2 I got another SMS asking for cancellation request form and I decided to call the department to find and that turned to be the worst day of my life from making 30 minutes to 1 hour calls without any assistance. Spoke to 4 different consultants telling me different story and mind you when you call the second time you get a different person and a different story.

I remember another lady saying I wasn’t even supposed to be requested of those two documents because I am the owner of the policy and I phoned in. And I was promised that after 10 minutes it will all be sorted and Lynet was instructed to work on it and I will get an SMS/ email. And the lady said she will follow up and call me.

2 hours later, nothing happens I phoned in again to be told that I must submit the cancellation form and as I was loosing my patience I asked that lady to tell me what to write because apparently I mustn’t be on the body of the email rather a letter. And I remember write that letter with her on the call, she told me to write name and surname, ID number, Policy number and write that I request my policy to be cancelled and I must sign and put the date also. Followed that and submit the letter and I was promised that as soon as they received it, it will be cancelled immediately.

At about 19:30 I phoned again, and a gentleman who assisted me stated the same thing again that I wasn’t supposed to be asked for those documents because I phoned in, only when you request cancellation via branch or email you are asked and he wanted to give me another CET ref which I refused to start from stretch and the he assured me that he was cancelling it and within 5 to 7 days it will be cancelled.

So many doubts now in my mind, thinking if after following all the instructions given and still no help and every time you phoned is a different person and a different story makes me wonder if a made the right choice to be with Old Mutual.

Will my loved ones even get assisted when I am no longer here or one should consider looking for a provider who stands by the T&Cs