Old Mutual Insure Withheld Payout for Over 9 Years – Unjust and Unacceptable

I am lodging this complaint with deep frustration and disappointment regarding Old Mutual Insure's handling of my late father’s life policy.

It has been over 9 years since his passing, and to this day, no payout has been made to his dependents. The policy was taken out after his first heart attack—a clear indication of the seriousness of his health and the intent to ensure financial protection for his family. Despite suffering two more heart attacks after taking out the policy, Old Mutual still failed to pay out.

Now, more than 9 years later, we are being told that the policy lapsed—yet when we request proof of any notifications sent regarding this lapse, the response is that “records are no longer available.” This is highly concerning. How can a major financial institution be allowed to simply claim that records do not exist when the lives and livelihoods of real people are at stake?

To make matters worse, his widow—who was financially dependent on this policy—has been left with no income or support, all because of Old Mutual’s failure to honour its obligations.

We are also disturbed to see that Old Mutual has been in the media numerous times recently for situations similar to ours, where valid claims are denied, delayed, or dismissed without proper justification. This seems to be part of a worrying pattern of neglect, poor record-keeping, and disregard for the people they are supposed to protect.

We are now demanding:

Clear and dated evidence of all communications sent regarding the policy lapse.

A full investigation into why no payout was made after multiple qualifying health events.

Accountability and compensation from Old Mutual Insure for the emotional and financial damage caused by this prolonged failure.

This matter has dragged on for far too long. We will not be silent while a once-trusted institution repeatedly fails grieving families.