Old Mutual’s pathetic service!

If you were planning on investing with Old mutual DO NOT. The level of unprofessionalism I have received is appalling. I am the executor of the estate and one of the policies happened to be with Old mutual. In early August I visited one of their branches with the letters of executor and the policy number held with Old mutual. I was assisted by an African gentleman by the name of Mr Mhlongo. He advised that he had enquired with their division about where the policy is held, and that he would contact me when he has a response for me. He then contact me and advised that the forms have arrived. I then went to the branch, Mr Mhlongo then listed all the documents that they require. On the 16th of August 2023 I went back to the same branch with all the required documents. Mr Mhlongo, the adviser, then advised that he has sent the documents to the relevant department and I will be contacted if they need me or require any information. That was the only good service that I had received with Old mutual.

Late September after a month of no update, I went back to the branch to find out if there’s anything outstanding. Mr Mhlongo then advised that the claim is with their legal department and I will be informed if there’s any information required. Again no one contacted me, I then contacted the customer service as I was tired of driving all the way to town to get an update. The customer service told me that the administrator handling the claim will contact me. A week passed with no update or any contact from Old mutual. On the 23rd of October I contacted their customer service again and I spoke to a lady by the name of Onicha who advised that the reason my claim has been delayed was that the letter of the executor was outstanding. I then resent the letter of executor that same day and I only received an automated email thereafter. No one contacted me to acknowledge receipt of my email. On the 6th of November I contacted their customer service again and I spoke to an African lady who informed me that yes they have received the letter of executor but the administrator handling the matter will contact me. I asked her when will that administrator contact me, she said during the course of that week. Again as usual, no one bothered to contact me that week. On the 13th of November I contacted their customer service again and I spoke to a lady by the name of Tasneem who told me that the claim is sitting with their legal department. I asked her to put me through to their legal department so that I can speak to someone handling the matter. She advised that they are not allowed to contact them therefore I can only wait for them to contact me. I tried to get their complaints department’s contact details and I sent them an email requesting a proper and professional update as to why the claim hasn't been finalised. I only received their automated response stating that one of the customer relationship manager will investigate and contact me. Its been a week today and no one has bothered to contact me. Old mutual have no sense of urgency or care for their clients. Until today I have not received a proper update as to how long their so called investigation is to take. In all their department they have no turnaround instead they will lie about a so called administrator that will contact you for an update. So far I still don't know why this matter has been delayed; no response at all from Old mutual to a point that I am now heading for litigation.