Ongoing Failure to Correct Policy Records and Provide Accurate Benefit Information

Our office has been attempting, without success, to obtain an accurate policy schedule and benefit statement for our client from Old Mutual.

This issue was first reported to Old Mutual in July 2025 and remains unresolved nearly 11 months later, despite numerous follow-ups, escalations, and a formal complaint being lodged.

The client pays premiums for Death Cover, Disability Cover, and Severe Illness Cover. However, the Death Benefit does not reflect on either the Old Mutual benefit statement or the Astute platform.

As a result, neither the client nor the adviser is able to verify the existence and value of the Death Benefit, despite premiums continuing to be collected. This raises concerns regarding the accuracy of the policy records and prevents a proper review of the client's risk planning and estate planning arrangements.

Throughout this period, Old Mutual has repeatedly advised that a technical fix or data correction is in progress, yet the matter remains unresolved.

We are requesting that Old Mutual: 1. Correct the policy records; 2. Provide an updated and accurate policy schedule; 3. Provide an updated benefit statement reflecting all active benefits, including the Death Benefit; 4. Confirm the value of the Death Benefit currently in force; and 5. Confirm in writing that the client's cover has been correctly recorded and remains fully active.

Clients are entitled to accurate policy information and benefit disclosures. After almost a year of follow-ups, we remain unable to obtain confirmation of a benefit for which premiums continue to be paid.

We would appreciate urgent intervention from Old Mutual's management team to resolve this matter and provide the client with the accurate policy information to which she is entitled.