Old Mutual Funeral Claim – Why Were Two Claims for the Same Person Treated Differently?

Iam extremely disappointed with Old Mutual's handling of my mother's funeral claim following the death of her brother, David, in April 2026.

My uncle was born and raised in South Africa. The issue with his Home Affairs records arose because his identity was apparently compromised, resulting in him being flagged on the Home Affairs system. Home Affairs issued an abridged death certificate together with a letter explaining the reason for it. We were advised that these documents could be submitted together for the funeral claim.

My mother had funeral cover with Old Mutual for her brother and had been paying her premiums faithfully for years.

When the claim was submitted, however, we were informed that Old Mutual could not pay the claim because of the ongoing Home Affairs investigation. We were also told that Old Mutual's funeral cover does not cover immigrants.

This explanation is extremely difficult to understand given the circumstances.

My uncle was born and raised in South Africa. The Home Affairs issue was not something my mother created or caused, and it does not change the fact that she had been paying Old Mutual premiums for years in good faith.

What makes this situation even more concerning is that another Old Mutual policy covered the exact same deceased person.

My mother's sister-in-law also had an Old Mutual funeral policy covering David. Her claim was submitted at the same Old Mutual branch, on the same day, only minutes apart from my mother's claim, and under the same circumstances and with the same deceased person.

Her claim was approved and paid.

My mother's claim was not.

How can two Old Mutual policyholders insure the same person, submit claims for the same deceased person, at the same branch, on the same day and minutes apart, yet one claim is paid while the other is rejected or left unresolved?

If the deceased was allegedly ineligible for funeral cover because of his status or documentation, then why was a claim for the same deceased person paid under another Old Mutual policy?

And if he was genuinely ineligible, why did Old Mutual accept premiums for years on policies covering him?

This raises serious concerns about the consistency of Old Mutual's underwriting, policy administration and claims process.

A customer should not faithfully pay premiums for years, only to be told at the most difficult point — when a loved one has passed away — that there is suddenly an eligibility issue relating to the deceased.

It is now October 2026, approximately six months since my uncle's passing, and we are still without a proper resolution.

But beyond the financial aspect, this situation has had a deeply negative emotional impact on my mother.

My mother has already been dealing with the loss of her brother. Having to repeatedly follow up on a claim that she genuinely believed would provide financial assistance during this difficult time has caused her additional distress.

What has affected her particularly badly is being told that she may not receive the benefit she had been paying towards for years. The thought that she could have faithfully paid her premiums all this time and then receive nothing when she needed the cover has been devastating for her.

Her wellbeing has deteriorated since this matter began, and seeing her go through this after losing her brother has been extremely difficult for our family.

This is not simply about money. It is about the trust a customer places in an insurance company when they faithfully pay their premiums year after year, believing that the policy will be there when their family needs it.

We have not asked Old Mutual for special treatment. We are asking for fair, consistent and transparent treatment.

We want Old Mutual to provide clear answers to the following:

1. Why was my mother's claim not paid when another Old Mutual claim covering the exact same deceased person was approved and paid?

2. Why were the two claims treated differently despite being submitted at the same branch, on the same day and only minutes apart?

3. If David was allegedly ineligible for funeral cover, why did Old Mutual accept premiums for years on policies covering him?

4. At what point was the alleged eligibility issue identified, and why was it not identified before premiums continued to be collected?

5. What specifically is preventing my mother's claim from being paid?

6. What investigation has Old Mutual actually conducted since the claim was submitted in April?

7. Why has it taken approximately six months without providing a satisfactory resolution?

My mother has paid for this cover in good faith for years. She should not be left carrying the financial and emotional burden of an identity/documentation issue involving a deceased family member, particularly when another Old Mutual policyholder covering the same person has already had their claim honoured.

Old Mutual needs to explain this inconsistency properly.

We do not want another generic response asking us to contact customer service. We want this matter investigated by someone with the authority to review both claims, compare the circumstances and explain why one was paid while the other was not.

After years of paying premiums, my mother deserves more than silence, uncer*****y and an unresolved investigation.

Old Mutual, please explain: why was one claim paid and the other not? And what are you going to do to resolve my mother's claim?