Old Mutual this is *****- EU Managers is doing unacceptable things in your name.

My husband took out a funeral policy for his father in May. We took it out through an Old Mutual broker called EU Managers in Kroonstad. When we took out the policy we were told to deposit the money in the company's bank account and to use my husband's ID number as a reference, we did that. We did not receive a policy document from the broker, despite having requested it. We did not receive a debit order form for us to authorise a debit order instruction so we continued to pay the policy using the bank details they gave us and the reference number they gave us because they did not give us any alternative instructions.

My father in law has now passed away and we are trying to put in a claim and they are telling us that the policy will not pay because we have not authorised a debit order and we have been using the wrong reference number and not the policy number. They claim that they sent us an sms in September which they claim we ignored- we did not receive an sms in September.

This to me feels like ***** because what kind of insurance broker does not give you a policy document? Why should we have to call and request it repeatedly? Why did not make it possible for us to have the correct reference number? Why did not make it possible for us to be able to have a debit order for the policy instead of us manually doing EFTs to their bank account every month?

We spoke to Nadine who was rude to us asking me "are you finished?" when all I was trying to do was to express my unhappiness at the way that EU Managers has treated us. My father in law was a poor man with nothing to his name we had wanted to be able to give him a dignified funeral only to find out that we have been ****med by your insurance broker. This is totally unacceptable. Maybe we should also bring his lifeless body to your offices so that you know the extent of our desperation, we do not know how we are going to conduct his burial!!

What is even more upsetting is that this is the second time that we have tried to have a funeral cover with for my father in law with Old Mutual. The first one we had was stopped and we had our monies refunded because someone at your offices did not do their job (reference number N***). We were told that the policy was not being serviced so it had lapsed, even though we provided your Midrand office with proof of payment of TWO occassions. You cancelled the policy and gave us back our premiums which forced us to go and find another policy elsewhere. That is when we were referred to EU Managers. Your company has treated us badly and this is unacceptable.