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Hennie S

1 reviews | Active since Mar 2024

04 Dec 2024, 09:27

Old Mutual doesn't treat customers fairly

I have a Greenlight policy with Old Mutual for 4 years now.I am the contracting party,the payer and the beneficiary,while somebody else is the life assured.I then realise that if I die,the policy will be cancelled ,as there is no replacement contracting party to continue with the policy.

On 26 Sept,2024,I wrote an e-mail,requesting to add a RCP.I was sent back a document of 39 pages to complete,which I did (***)

On 28 November I sent another mail to ***,enquiring if the add was done.On 5 December I spoke to Sibo.A nice and kind person.She looked up the process.ALL the documents were there,but NOTHING has been done about it!!!.It was just lying dormant!!!

I can make no other analysis than,the call centre person saw this documents and deliberately decided to do NOTHING about it!!!

My question to Old Mutual:What would happen if I die today? Would R1 600 000 life cover and R35 000 of premiums just be wipe of the floor?

Is this TREAT CUSTOMERS FAIR????

0
Replies (9)
Old Mutual
Old Mutual's reply04 Dec 2024, 09:40
Official
Good day [Client],

We have received your review and sincerely apologise for the distressing experience you have described. It is deeply concerning to hear about the challenges you have faced during this difficult process.

Please be assured that we take your concerns very seriously. We are committed to investigating this matter thoroughly and addressing the delays and miscommunication you have experienced.

We understand the importance of finalising this claim as quickly as possible, and we will do everything possible to provide clarity and resolution.

Kind regards,
Old Mutual Complaints Management
HS
Hennie S's update04 Dec 2024, 10:12
Reviewer Update
Old Mutual Complaints Management: Your lack of empathy is proven by your answering on a template! You didn;t even take the time to read my complaint! this is NOT a claim!!! I want to add a Replacement Contracting Party,which is taking me 10 weeks,without success!!!
Old Mutual
Old Mutual's reply04 Dec 2024, 11:37
Official
Dear Hennie,

We note your comments and apologise for the level of service you have received thus far. We want to assure you this is not the level of service we envision for our clients.

Please be advised that this matter is been attended to and feedback will be provided via email. We note your request and will assist you accordingly with adding a Replacement Contracting Party.

Regards
Old Mutual Complaints Management
HS
Hennie S's update11 Dec 2024, 10:00
Reviewer Update
I received a mail yesterday,informing me that after this detailed explanation of the problem/situation,Old Mutual is still not able to determine what must be done????I phoned the call centre AGAIN at ***,to explain AGAIN what must be done,where a call agent told me,he can not help me on Greenlights.It must go to backoffice.They can not speak to me:I HAVE TO WRITE A MAIL!!!!Is there noone that knows how to add a RCP in Olod Mutual anymore?? Is the SLA 7 weeks for this request?
Old Mutual
Old Mutual's reply11 Dec 2024, 10:20
Official
Good day

We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.

Regards
Old Mutual Complaints Management
HS
Hennie S's update23 Jan 2025, 09:18
Reviewer Update
"Treating Customers Fairly" is a value that Old Mutual must rather take out of their system.You make a joke and a mockery of this value!!!On11 December "Management" phoned me on this matter after many reviews and discussions.The PROMISED to fix the problem.No.I phoned again the Call Centre at Service and spoke to a very kind person. She again told me that she can see all the information and communication and documentation,but NOTHING was done.She promised me to escalate the case,and come back to me within 24 hours.Nothing happened.This is horrible,horrible client service .After 5 months,Old Mutual is not capable of adding a name to a contract!!!!
Old Mutual
Old Mutual's reply24 Jan 2025, 07:42
Official
Good day Hennie,

We deeply regret the inconvenience and frustration you've experienced. Your feedback is taken seriously, and we urgently escalate this matter to the relevant team for immediate resolution. We sincerely apologise for the delays and will ensure you receive feedback as soon as possible.

Regards,
Old Mutual Complaints Management
HS
Hennie S's update30 Jan 2025, 08:35
Reviewer Update
I close this review today.Sad to say that Old Mutual didn't keep to their promise to contact me!!!I phoned the call centre and spoke to a very friendly lady.She told me,that the 35 page form they sent me to add a Replacement Contracting Party,was totally wrong.And nothing was done about it,for 6 months now.She sent me a total new set of forms.Which was also TOTALLY wrong.Talking about ceding of the policy!!(16 pages) Fortunately I got the name of an adviser in Pretoria,who completed the task for me,on-line,within 10 minutes...Something that Client Service could not do in 6 months.

I don't know who is responsible for the technical training for personnel at call centres,but you are in SERIOUS trouble!!!Your in competence is going to cost the company a lot of money and the lost of clients.
Old Mutual
Old Mutual's reply31 Jan 2025, 08:03
Official
Hi Hennie, we are very sorry to hear this. We can assure you that we are following up regarding this matter.

Regards,
Old Mutual Complaints Management