Old Mutual employs delay tactics for claims processing

We met with our adviser, Mr Magiel Manns on 4 December 2020 and completed and signed the claim form and handed him our ID documents and bank letter. Mr Manns advised us that he will follow up with the doctor for the medical report as Old Mutual had to make payment to the treating specialist for the completion of the medical report. On 8 December 2020, Mr Manns sent me a message saying that he received Dr. Zambakides invoice and is busy processing payment so he can release the necessary documents for the claim to can be finalised. When we followed up on the claim with Mr Manns 6 January 2021, he sent us a screen shot saying that the claim is with the assessor. On 24 January 2021 we requested for an update on the claim from Mr Manns but got no response. The next day 25 January 2021 we requested for proof of submission and copies all our documents that we had given to Mr Manns but received nothing from Mr Manns. We entrusted Mr Manns who we deemed to be a reliable, trustworthy representative of Old Mutual with our personal finances and confidential personal information. It's evident from Old Mutual's request below that they have not received from Mr Manns the completed claim form, ID documents and bank letter that we gave to him in our meeting. We've also made several requests to Mr Manns for proof of submission and for the return of our personal information and he has done neither. In the interim, I've resubmitted our ID documents and bank letter to the claims dept and still waiting for Mr Manns to send my completed and signed copy of the claim form. We are appalled at Old Mutual's tactics to delay the processing of our claim. The medical report still remains outstanding due to non payment of the doctor's invoice to Old Mutual. I've contacted the treating specialist this morning and was told that they are still awaiting payment for their invoice sent to Mr Manns & his assistant on 7 December 2020. Despite contacting Mr Manns On Monday 25 January 2021 and his assurance that he would immediately resolve to follow up with the doctor for the required documentation, the doctor's room still confirms no payment has yet been received from Old Mutual. We are disappointed at the ********* manner in which Old Mutual’s representatives conducts Old Mutual’s business with the likes of Mr Mans to mislead and string along clients then bury them in paperwork and give them the run around until they lose all hope and are too discouraged and exhausted to pursue their claim with Old Mutual.