Old Mutual Policy Reinstatement

I am writing to express my disappointment and frustration in the way has handled my Greenlight policy query. I started paying this policy in 2015, through stop order, in 2023 I changed organisations and I provided Old Mutual with my change from stop order to bank account after Old Mutual failed to update my stop order details and the policy lapsed. I called Old Mutual to indicate that the policy is not appearing on my new organisations payslip and I was told the policy is still active. Until it lapses.

I then changed from stop order to bank account because Old Mutual was failing to make that stop order payment details update.

After updating and sending my change to bank account from stop order to bank account the premium still did not debit. I called again to check why Old Mutual was not debiting even those the bank account I had provided was the same one that my Old Mutual protect and Old Mutual retirement were debiting from.

The consultant said she didn’t have an answer on why the premium was not collected. She arranged to collect the premium in October, the date came and passed and Old Mutual did not collect. I called to ask why if didn’t collect, I was told it takes 5days to appear and the premium would appear.

After 5days no premium was collected, I again called and Old Mutual asked to deduct in November, the date they had chosen came and passed and Old Mutual still did not deduct.

I called again, because instead of a deduction I received a letter about my Greenlight lapsing again. Which was Old Mutual’s fault because they were failing to deduct without explaining why they are not deducting.

I called again and I was told Old Mutual accepts the error is on their side and the Greenlight would be revived, in December Old Mutual finally started deducting. I thought the case was finally resolved, instead Old Mutual has been debuting for 3months without reinstating my policy.

In March I was emailed about arears that would need to collected by the end of March before the policy can be reinstated. March came to and end and no debit was issued. It looks like Old Mutual intentionally decided not to deduct on all the months I had been requesting for a debit to update my policy so that the policy can indeed lapse after having paid premiums for it since 2015.

The fault is on Old Mutual for not deducting not me as a client who provided an account number with funds on multiple occasions.

I want my policy reinstated, or all my premiums paid to Old Mutual from 2015.