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Marius G

1 reviews | Active since Jan 2010

05 Oct 2023, 12:27

Old Mutual is NOT what they promote "Our purpose is to help our customers thrive"

Old Mutual Policy Number: 1 ***** 82

I took out a Greenlight policy (income protection) in Feb 2013, paid my instalments every month (R2600) never claimed before! On the 29th of July I hurt my shoulder, saw the Orthopedic surgeon the 31st of July. He diagmosed me with very bad shoulder calcification, operated the 3rd of August. I started my claim, through my broker who send me ALL the necessary documents. All documents was send on the 23rd of August, after Old Mutual said it would take between 8-12 workdays for assessment. 12th September Old Mutual ask again for a unbelievable amount of new documents (why thet did not ask it from the beginning?) Again, I got them what they asked. 25th September, Old Mutual reply that theyneed again between 5-7 workdays to review the claim further. Today 5th October, Old Mutual claims play the “claims backlog” card. I am now 2 months without pay, because of my procedure, booked off till 7 November. How is it possible for Old Mutual to keep me waiting for so long! Will they pay me the interest on the money I borrowed? I cannot go on like this please can someone help

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MG
Marius G's update07 Oct 2023, 09:38
Reviewer Update
Thank you for your response. I need clarity on what I have been paying for over the last decade as the main breadwinner for my family. As a sight-disabled person, resolving this claim is critical to our financial well-being.
While I appreciate the payment of R28,531, I do not understand why I am only being compensated for 5 days in October and not at all for November, when my sick leave was documented as 30 August to 6 November. Could you please explain the reasoning behind this calculation?
No one from your organization, including my brokers, has contacted me to discuss the underwriting or terms of the policy. I have simply been sent documents and told to interpret them myself. However, as a consumer, I have the right to fully understand both the explicit terms and any implicit "small print" that may impact my coverage.
For example, the contract states that premiums should not be deducted during a claims period. Yet deductions continue to be taken from my account. This, along with the lengthy delays and lack of clear explanations, gives the impression that OM works only in its own financial interests rather than treating customers fairly. I do not believe this can be legal.
To resolve this matter, I request:
  1. Clarity on exactly what I have been paying for over the past 10+ years of premiums.
  2. Settlement of the full amount owed based on the evidence provided of my sick leave dates.
  3. Respectful treatment and assistance in a timely manner, as I have upheld my responsibilities.
  4. A manager to contact me urgently to discuss this, as the financial impact on my family during this protracted process has been significant.
I hope we can resolve this situation promptly, as my insurance coverage is critical to my family's well-being. However, thus far the lack of transparency and responsiveness has been extremely frustrating. As required by the Ombudsman, I request a call from a manager to move this matter forward.