Old Mutual Alternative Solutions Limited - disgusting customer service!

Item: Old Mutual
Rating: 1
Author: Kim V

I have a HOSPITAL CASH BACK PLAN through Old Mutual Alternative Solutions Limited. In the first week in June my husband was admitted to hospital for internal bleeding. This is something he has been batting with for 8 years and this needs to be regularly managed. In the second week in June I submitted a claim using all the same documentation I used for the previous ( which included a written doctors report which was requested with my last claim, blood and gastroscopy reports.). The docs were a few days post event as I needed to wait for blood reports, gastroscopy reports and the doctors report which was a new requirement they had introduced for me the previous time I claimed. I emailed and requested confirmation of receipt of documents - no response. I needed to call the personto confirm they had the documents ( 2 days wasted). 2 days later they indicated the requirement had changed and the id's needed to be certified. This took some time as I dont get much oppertunity to leave early from work to run around and would have done this when I ran around to collect the reports had I known it was a requirement. I submittd these only to hear 1) they also wanted my marriage certificate certified ( not originally indicated) 2) they no longer want doctors report by now want HOSPITAL FILE. I obliged again and ran around to get marriage certificate certified ( dont understand why this is a requirement and why this was not communicated with the iD's) The admin personthen indicated that he was waiting for the hospital file. I advised that last they wanted a doctors report and I ran around to get that and I was not going to get other reports and he must submit the claim with these documents which he did. Friday I received a email that this needs to go to Old Mutuals DOCTOR for validation. WHAT VALIDATION? THIS IS A HOSPITAL CASH BACK PLAN NOT A MEDICAL AID! THIS DOCTOR KNOWS NOTHING ABOUT MY HUSBAND OR HIS MEDICAL HISTORY SO HAS NO CONTEXT TO EVALUATE THIS! I have now requested feedback for 4 days - none forthcoming I the also sent the mail to COMPLAINTSMANAGEMENT2 requesting an ETA for this and they too do do not respond I have in the interim open a case with the Ombudsman to establish if this behaviour by Old Mutual is ethical - to me it seems to be a delaying tactic not to pay! Old Mutual ALS - your service is disgusting - this saga has been going on for 5 weeks ant I dont get responses to my emails not from the consultant or your COMPLAINTSMANAGEMENT department Now I need to resport to public media to request an ETA for resolution of this claim. Hopefully now someone will take the trouble to respond to me!

Helpful (0)

Replies (0)