Old Mutual fails to uphold what their life policies are there for!!!

Old Mutuals claims department is a real disgrace to the companies name. Here is breakdown of what my wife has been put through over the past 5 & a bit months.

"My claim payout has been ongoing for over 5 months, all respective reports, documents, medical certificates and financial documents as and when requested by Old Mutual have been submitted- not once but several times. Old Mutual receive the requested documents, but come up with another way of asking for the exact same things. They receive the requested and instead of continuing with the claim, start again. We are so convinced, that Old Mutual even have a strategy of when they request further information eg. Send out the request email on a Wednesday, so the client has to source the requested, only able to submit it on the following Monday, and then get asked to submit more. Which causes for the claim to constantly be pushed out a further week. Now at the point of close to 6 months.

"Old mutual, up to this point has not been satisfied, however fail to give any explanation or indication of why or what or when this claim will be honoured.

I am finding it extremely difficult to comprehend what it is exactly that Old Mutual is trying to prove?

In my personal and business capacity, I can not afford to outlay a single cent further on any more to further this investigation which at this point seems to have gone nowhere. Every single time information is given Old Mutual starts from the beginning instead of adding the information to the ongoing investigation.

It is extremely unfair for a client ( who has upheld all that has been requested and more importantly, the monthly premiums for +- 14yra) to explain and justify how the business is run without being able to deal first hand with the Assesor. We have begged and pleaded with Old Mutual claims to set up an appointment for us to have a discussion with the Assesor. How can Old Mutual make assumptions of a business, how it runs, it's members and it’s business model without even seeing it? Old mutual had the “right” to investigate me and question every single thing about me, however what about my rights? I would too like to investigate and understand and know who I am dealing with and who gets to make the final decision of my payout and on what basis.

I would like to bring to your attention one more time, I have upheld my end of the contract while Old Mutual is negating theirs. Further to this, I have reason to believe that my claim is being sabotaged as once before claims department told my broker “IF YOU CONTINUE TO ESCALATE THE CLAIM, WE WILL DELAY IT”. This is unprofessional, ********* and most certainly not legal".

Here is one of my favorite parts regarding Old Mutual. If a premium has been missed, a standard email is sent & signed off by their Managing Director of personal finance Kerrin Land, that says the following, "that by upkeeping with your (customers name) monthly premiums, you will continue to ENJOY THE FULL BENEFITS THAT YOUR POLICY OFFERS YOU". Apologies for my ignorance, but WHAT ENJOYMENT & BENEFITS?!

This is only the tip of the iceberg that my wife has been a "victim" of.

I told Old Mutual in an email last week, that if we do not have a response and this claim resolved, I will be taking this to every social media and other forms of media possible.