OLD MUTUAL MEMBER NUMBER ***3

I have dreaded disease cover with OLD MUTUAL. My broker submitted my claim forms and we were given a CLAIMS REFERENCE NUMBER. It has been 2 months and I have been calling to find out what the update is I have spent hundred of rands on airtime only to be cut off in the middle of the conversation when I call back there is a new person assisting me. Today i found out that my claim forms were not even uploaded onto the system the assessors have not been working on my claim at all. OLD MUTUAL are quick to take their premiums but are slacking in their treatment of their clients. i have been a client for almost 20yrs and I am having difficulty with my memory from vascular dementia. I do not have the strength to call in all the time or to afford to buy airtime. I want to know how can the give you a claim number and do nothing with the claim forms. why have they not done their side for the claim to go through???? my name is Lorraine Lourenco member number ***3