Old Mutual, please pay the refund and over-paid premiums.

Old Mutual has deducted life a life insurance premium more than a month after being informed the insured had passed away and nearly three weeks after a death claim was submitted. The claim was paid out two days after the premium was deducted (did Old Mutual intentionally delay payment to collect a premium?). I informed Old Mutual by email and requested a refund of the annual payment. Nearly three weeks later, I have had no feedback.

I also inquired regarding a refund of prepaid premiums- Old Mutual is not entitled to keep any prepaid premiums, however small, from the date the policy holder died. I received an email stating I should contact death claims (which I have done and have had only an automated reply). This is not a death claim. It is obvious that the person who sent the email did not read the email.

During the claims process I received an email from Old Mutual that had information from another claim, not related to my claim. How many other people received information from my claim, who should not have had access to this information? POPIA?

Old Mutual has not responded adequately by email and the call centre calls take too long to be answered.I am unsure whether this is a delaying tactic to avoid paying the refund due. I am frustrated and disappointed that I have had to write this review. I thought Old Mutual was a reputable company.