Old Mutual’s appalling claims turn around time.

We put through a claim with Old Mutual for my late mother’s estate last year in November. My brother who is the beneficiary has visited the branch, called and emailed and has still not received a response. I called to follow up on his behalf as he has no money to go back to the branch or phone again. I was told that nothing can be done until he personally contacts them. I requested a callback on his behalf as I was phoning from a work phone and I was told that nothing will be done unless he finds means of calling them or go to the branch. This is unacceptable and very inconsiderate considering the fact that he spent money to put a claim through by calling and visiting the branch, received a ref no and still to the day has not received a response. What terrible service you are giving your clients beneficiaries Old Mutual! I was forced to borrow money to give to my brother just so that he can follow up on a claim he put through 3 months ago again for the umpteenth time! The response was the same as the last time he called, that they will respond within 10 working days because they have to first do an investigation. How long do you need to do an investigation Old Mutual? You have had 3 months already! It appalling that you have to Que his claim once again and he has to wait ANOTHER 10 working days - all I can say is wow, what poor service you give your clients, my mother must be turning in her grave!