Old Mutual exposes me to huge financial risk,and not willing to provide answers.

I have been a green light life cover client of Old Mutual since 2018.Last year on 1st December 2019 my premium didn`t go off.I noticed,but because I was sick I delayed calling Old Mutual to find out what was happening.I remember thinking that they probably gave me a December payment holiday.When the premium still didn`t go off on the 1st of January,I started to realise that something is not right.I eventually called to enquire on the 14th January with a very rude and *********** financial advisor named Sam.

Sam confirmed that my life cover was inactive.I had to probe him to get a reason for why my cover was inactive.Then he told me that it was caused by the premium that I missed in September.I immediately told him that I did respond to the email notification regarding my missed premium,authorising Old Mutual to debit my accoun twith double installments.Sam then didn`t want to discuss about any other thing except that he wants to email me policy revival forms to activate the policy and I should tell him when I want the debit to run.

When I tried explaining to Sam that I am more concerned about what happened between the period when I informed Old Mutual to double debit my account until policy cancellation he then placed my call on hold for over 10 minutes.This he did without explaining to me why/what he is doing.I later gave up on holding as my battery was about to die.

The following day, I called in again to speak to another financial advisor who also couldn't explain to me what went wrong.When I eventually filled in forms for policy revival, it was about the 24th of January. Till today,I still haven't received any formal documentation restating my cover. This has happened in spite of me lodging two formal written complaints and one verbal.

There have been about two officials who have taken my complaint as a joke and just merely apologized. What is an apology going to help in this situation? I feel an explanation of what happened is owed to me. I feel immensely wronged. Should I have passed away in the festive season, my loved ones would have been in for a big shock, and all Old Mutual consultants are interested in is to send a **** apology. All this has happened, and I am unwillingly without life cover for 5 months, and nobody at old mutual feels any empathy or liable for exposing me to this risk.

Petersen Gerard feels that my questions are not important/urgent and that if he doesn't get a hold of me over the phone, he will not respond. He is, however, able to contact me via email. I am extremely disappointed in the conduct of Old Mutual.

When I tried escalating my complaints, their emails provided on the website are undeliverable.I`ve tried several times.