Old Mutual ********* Business

********* and False information provided from Old Mutual Representatives and Online information which is *******.

On 5 March 2021 a death claim was submitted by email to ***. A personalized reply came back that it is with processing team for urgent feedback from Norman Saul in Mutualpark Pinelands. On 13 April 2021 a further follow up was done to *** referring to the above email giving mention that the claim had no feedback nor had been paid out. On 14 April 2021 a personalized reply email came back, again from Norman Saul to advise that the claim had been escalated and a response will be provided shortly. On 15 April 2021 I made a phone call to the Customer Complaints telephone number and spoke with Xoniswua Bonte who confirmed that life policies as this take about 7 to 10 working days to finalise. Xoniswua advised at this point that Old Mutual still had the file pending because they required a Declaration by Police Form, but had never asked for this prior to me making the phone call. On the same, 15 April 2021 an email was sent to *** with the report. Feedback within the next 24 hours was requested to advise if the documentation, which was sent with the claim initially on 5 March already, would be accepted, as the contents sent was the same, but just not on the Old Mutual letter head document "Declaration by Police Form". I have subsequently been able to speak with a sales consultant on 19 April 2021, Mr. Lithalihle Zembe. Telephonically I asked about Life policies and the expected pay out period expected. I also asked for a quote on Life insurance with Old Mutual. Mr. Lithalihle Zembe said that Life Policies take 48 hours, sorry, that is a Funeral policy, he said; Life Policies take 2 to 5 working days to pay out. These phone records can be collected to verify that this is the information provided. On provision that the outstanding claim was sorted out, it would be worth taking out my own life policy; so I asked Mr. Lithalihle Zembe to assist me to find out about the claim related to Policy number ***. Mr. Zembe called me on the afternoon of 19 April 2021 between 12:58 and 13:12pm to advise that he had discussed this with the supervisor in the claims department and that they confirmed all paperwork was received and that the processing of the claim was in the second phase. At this time, on the phone call, he also started back tracking on his first conversation with me and stated that Life claims take 3 to 6 months to be paid out! After getting clarity about the number of phases and details, there seemed to be no further documentation required by the client. I did however ask for details to be sent by email as this is professional dealing. The email that followed on the same day at 13:08pm was from Mr. Zembe stating that the claim will take 3 to 6 months and its currently in process. There were several emails back and forth after this, all of which have been kept as evidence. The internet states that Old Mutual takes 15 working days, Customer Complaints stated 7-10 working days and Mr. Zembe provided 3 to 6 months. There is something very wrong and it comes down to the fact that Old Mutual is severely ********* with their dealings with their clients.