Old Mutual refusing to e-mail client document addressed to her

And here we are, in the 4th business day since Old Mutual posted their response and I have still not received the e-mailed document. To say their service is pathetic is an understatement. I have been trying to get 2 documents e-mailed to me since 9 January 2026. Both are addressed to me so I don't see what the problem is. Their customer service is non existent!!!!!!

Tomorrow is a week since you told me the same story! You do not need anything from me. All you have to do is e-mail me the document referred to in your e-mail of early January to me !!!!!!

I am not holding my breath. I sent two e-mails, requesting two different documents, on 6 January 2025 - 2 weeks ago. Haven't received either. I will deal with the second one once I get the document that this complaint refers to. Can't expect your staff to deal with two at the same time - one seems to be enough of a challenge for them.

This query is not resolved. I have been checking my e-mails daily, hoping for a miracle, but no such luck.

I have even been checking my junk mail.

The last e-mail that I received was on the 14th January (a week ago) advising that my query was being dealt with.

On what date was the annual statement e-mailed, and to which e-mail address?

You have my permission to give that information here.

I ask you, with tears in my eyes, how do your staff not know what an Annual Statement is? I was sent my policy details earlier. The saga continues. Almost 3 weeks and still no resolution!

It is now 12 working days since I e-mailed my requests to your customer services department and have still not received the Greenlight Yearly Statement and annual Premium letter requested on 6/1/2025. Your complaints management department is as useless as the other departments. Despite your undertakings that I'd be e-mailed the documents ..... they still haven't arrived. Once again - I am not asking for anything to which I am not entitled!! They are both documents address to me.

On the 14th January ....... almost 2 weeks ago, you said the same thing! I am going to escalate this to management - your staff are clearly either *********** or not in the least concerned about the customers. I would suggest nobody looking at getting life insurance even consider Old Mutual - if I'm alive and as the client can't get documentation that you want me to access via your website, and are refusing to e-mail to me, how are my dependents ever going to get paid out?