Old Mutual life cover is a ****

Since 2017 Old Mutual collected monthly premiums for a life insurance from my account on the 20th as agreed without fail. On the 14th December 2023 going through my list of debit orders I noticed they had not collected for the past 2 months (October and November 2023). No communication whatsoever. I immediately sent them a dm on X (Twitter) explaining this weird scenario. They did a little investigation and said the debit order had been stopped by bank account holder and as a result policy had lapsed. I asked for proof of what they just communicated because I did no such thing. Instead of showing me proof OldMutual said my query had been forwarded to the relevant team for investigation and resolution and that I will be contacted within 3 business days. This communication was via dms.

3 BUSINESS days is a long time to wait, 15th & 16th December were holidays, the 17th was a Sunday. On the 18th I went to a local branch to find out what exactly happened and if the policy can still be revived. The OldMutual agent at the branch gave me the same story of me stopping the debit order. He further advised that because it’s only been 2 months, the policy can still be revived. When I left the OldMutual branch he had told me the policy has been revived and premium collections should resume on 20th December 2023. Surprisingly on the 20th December 2023 they still do not collect but they send an email in response to the dm explaining the bank did confirm that I stopped the debit order. In the same email they attached forms for me to fill out so to revive the policy I had already done this at the branch but filled them again anyway. I submitted the forms via email this time. On 3rd January 2024 an old mutual agent sent an email saying the revival has been sent to a technical specialist and that they will update me on the progress of the case.

On the 11th January 2024 I got an email from another OldMutual agent advising that the revival is still in progress and that they will keep me posted. At this stage I was worried but what can I do? On the 23rd of January OldMutual had still not collected and they were silent now. I sent an email and an angry dm on X asking what the hold up was? They rep**** in dms saying they will get back to me within 3 business days. I told them that’s a long wait I demand answers immediately, they then sent an email and said the policy had been revived and the next collection will be on the 20th of February. Surprisingly on the night of 23 January 2024 their debit order goes off (collects). I thought this is proof that the issue really has been resolved.

Now comes February 20th, my debit orders all go through as normal but I notice OldMutual still did not collect. I sent an email and got no response. I sent a dm and they told me about their 3 business days turn around time. I asked OldMutual to calculate every cent I have ever contributed towards the cover since 2017 and refund me because this was never my fault to start with and I am not about to beg for their service when they clearly don’t want to cover me anymore. Me stopping the payment at my bank is A BIG FAT LIE. I did no such thing. Not for the policy in question anyway. I asked for a refund and OldMutual blue ticked me

In all honesty, I also don’t want to be covered by OldMutualSA anymore. Trust has been broken. And I keep asking them, what guarantee do I have that they will pay as agreed if this is how they do me while I’m still alive? Got no answers and now I am being ignored.