Old Mutual call centre is useless

Good day

If possible, I would not even put one star rating for this company.

I have a funeral policy with Old Mutual (OM). In June this year, I sent an email to OM, inquiring about payment holiday because, due to the lock down, I could not earn a living. OM sent me "Premium Break" forms which I duly filled and returned.

To my surprise, OM tried to process a debit order for the policy at the beginning July, but there were insufficient funds in that account. At the beginning of August, not attempt was made and at the beginning of September, the full premium was debited.

When the debit was made at the beginning of July, I called OM, but the sound quality was so bad I had to abandon the call. The explanation was that the call centre agents were working from their homes due to the lock down. I then resorted to sending emails, I then realised that OM does not address the problem that you state in the email, instead, they send a complicated form that you must fill and return. Trying to get clarity on the status of my policy has proved to be impossible. Today, I eventually managed to speak to a consultant that was very impatient with me and was very rude. I have her name.

all I want is to resolve this matter. I am aware of people that get told that their policies lapsed when they make a claim. We have read read of enough such incidents.