Old mutual not loyal to the customers

I have tried claim on a life cover where i was the beneficiary on the 20/07/2021. When this policy was taken old mutual debited the wrong bank account which was my mothers bank account years ago standard bank. We then asked the consultant at old mutual how should it then be paid when we reallised no payments were going off the fnb account. The consultat Vuyo told us to eft the payments she gave me the reference number as long as amount which i have done and given her the proof of payments. From the 20/07/2021 i have heared nothing back from old mutual. I need answers as to whats going on. I been to the branch a number of times no joy, called call centres no joy. Read the emails below and tell me what is happening. If i do not get answers by the end of this week i will be moving this to the ombudsman as old mutual cant help with something that has been paid for. Old mutual encourages our loved ones to take their policies but dont want to pay out once our loved ones pass. It is way too much to be dealing with the lost of a loved one and dealing with old mutual who cant handle their clients and their families with care. Below are the emails the brunch has been sending with no answers. How can this policy have lapsed when i been personally eft the payments and have the proof. How much longer is it gonna take for old mutual to allocate the payments and tell me whats going on???? The ombudsman will be hearing from me since old mutual cant help their clients. Myself, my husband, my sister, brother in law, my brother, sister in law will all take our polices we have with old mutual and take them to other insurance companies who actually care for their clients. My mother who has passed trusted old mutual for years if your take a look at when her funeral cover with old mutual. Thus she took two life covers with old mutual but your refuse to pay out. I want answers. I will also tell everyone i know and all my followers on social media about old mutual and never to trust such a company by the name of old mutual.

Sent from my Huawei phone

-------- Original message -------- From: Nomavuyo Rasmeni <***> Date: Fri, 30 Jul 2021, 12:01 To: shanaaz stanley <***>, *** Subject: Fw: Policy number: ‪***‬ Good day guys

Just an update this the last email I have received from our head office, seems like the claim is still on progress. I suggest when you both have time please come to the branch and you will now take it up with my superiors because it seems I'm not being taken serious.

Thank you

From: Thirsten Jansen <***> Sent: Friday, 30 July 2021 11:49 To: MCC Queries <***> Cc: Nomavuyo Rasmeni <***> Subject: FW: Policy number: ‪***‬ Good day team

I was referred to MCC not 100% sure if this is the correct department however I have a client that has payed manually into the Nedbank account and we would like to match it as there is a claim in progress and we need to make sure it does not show lapsed due to non-payment. I have attached the proof of payment above.

Please let me know if I am contacting the correct division

Kind regards

Thirsten Jansen

OMP

From: Nomavuyo Rasmeni <***> Sent: 30 July 2021 11:43 To: Thirsten Jansen <***> Subject: Fw: Policy number: ‪***‬

From: Nomavuyo Rasmeni <***> Sent: Monday, 26 July ‪2021 17‬:02 To: Lebogang Pusoe <***> Subject: Fw: Policy number: ‪***‬

From: Nomavuyo Rasmeni Sent: Wednesday, 21 July 2021 11:14 To: Launch Assist <***> Subject: Policy number: ‪***‬

Good day

Could you kindly assist with the client's OMP life cover with contract number ‪***‬

The Client passed on and on claim stage beneficiaries were told that the policy lapsed however they were making payments to our Nedbank account, the account number: ‪***‬, total amount of R477.

Please find attached proof of payments

Thank you

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