Policy declined

RE: FORMAL COMPLAINT – DECLINED FUNERAL CLAIM Policy Number: *** Life Assured: Late Mrs Masianoke Adelaide Mafunda

I write this email with deep disappointment and distress regarding the handling and repudiation of my late mother’s funeral claim.

Mrs Masianoke Adelaide Mafunda, born 02 May 1934, was a loyal Old Mutual policyholder for approximately 20 years. She faithfully maintained her policy since October 2006. At 92 years of age, in the final months of her life, she was frail and suffering from age-related illness and dementia.

Due to her deteriorating mental and physical condition, two monthly premiums were unfortunately missed, resulting in the policy lapsing shortly before her passing on 09 February 2026.

When our family approached the Matatiele branch to lodge a claim, we were:

• Not provided with a claim reference number • Not issued with a formal written repudiation letter • Not properly advised of our rights in terms of Treating Customers Fairly (TCF) principles • Not informed or offered the contractual option to revive the policy despite the policy containing a reinstatement provision

This handling falls short of what we expected from an institution of Old Mutual’s reputation.

Given:

* The long-standing loyalty of the policyholder (20 years), * The advanced age and medical condition of the deceased, * The minimal premium arrears (only two months), * The existence of a revival option in the policy, * The absence of procedural fairness in processing and communicating the claim outcome,

We respectfully request that Old Mutual reconsider this claim compassionately and allow either reinstatement of the policy or approval of the funeral benefit as a gesture consistent with your customer-centric values.

This was not a case of deliberate non-payment, but the unfortunate reality of a 92-year-old woman in cognitive decline nearing the end of her life.

We are not seeking conflict. We are seeking fairness and dignity for a mother who trusted your institution for two decades.

Kindly provide:

1. A formal written repudiation letter (if the decision stands). 2. The claim reference number. 3. A full explanation of why the revival option was not communicated. 4. Confirmation of escalation to a senior review panel.

We trust Old Mutual will reconsider this matter with empathy and fairness.