OLD MUTUAL IS A **** IN DISGUISE

Old Mutual had my life and funeral cover policy lapse without prior notification, citing missed premiums. In December 2023, I had a missed premium incident, for which Old Mutual sent me an SMS in January 2024 with instructions on what I needed to do from my end to keep the policy active. I rep**** to the SMS to have the missed premiums collected as per the guidelines. I have not received any missed premium email notifications like they usually send in such incidences.

Towards the end of February 2024, I've noticed the missed premium and the usual monthly premium are still not being collected. I called the Old Mutual customer call center to check if there was any issue. The service agent assured me that my policy is still active and that they will set up premium collection again. Surprisingly, on the 4th of March, I received a letter stating, "We have previously contacted you about a missed premium on your contract. We did not receive your missed premium before the end of the grace period and have cancelled your contract. Your cover ended on March 4, 2024." I called the customer call center several times to get this resolved, but all I'm getting is contradictory statements from various agents. The last agent I spoke to said she would launch an internal investigation, but I never received an outcome. On March 22, I received another letter from Old Mutal stating, "We tried to collect the premium for the contract below from the bank account that was provided, but the collection was unsuccessful. We will not attempt to collect from this bank account again. We will give you some time, a grace period, to pay us that missed premium." The grace period is January 9, 2024. I called the customer service center again, and I'm told my cover has expired and I need to fill out certain forms to have it active again! This was never mentioned before by previous customer agents.

This situation left me so confused and caused me unnecessary distress should anything happen to me and my family! It is appalling to witness such a big corporation with more than a decade in business treating its customers this way; meanwhile, when they are looking for business, they'll go to extra length to close a deal. I've had this policy for 9 years; I cannot let my hard-earned money just go to waste like that. Please contact me ASAP to confirm whether you are willing to accept my complaint and come up with a solution.