Poor Customer Service and Total Lack of Empathy

<p>I have a funeral policy with Old Mutual. Due a death in the family I was then required to put through a claim. I called one of Old Mutual's agents to find out the process to claim and they advised me via email of the documents I require to have my claim processed. Acting on that advice I took the required documents to the Old Mutual branch in Alberton where I was advised that I did not have all the documentation required for my claim to be processed. I was then told that I needed a police declaration form filled out by the investigating officer who is handling the case of the deceased. The form was filled out and taken back to the branch who advised that all was in order and the claim was then sent through to head office. I then received a message stating that the claim cannot be processed due to certain sections in the police declaration form not being completed. I then called one of Old Mutual's agents at head office to explain that the reason the investigating officer did not fill out those sections was that he did not have that information and that if he filled out those sections then he would be seen to be lying on the declaration. I also explained that the information they required was part of the documents submitted as part of the claim and that they just needed to check there. They refused to look at it and said they would only accept the completed police declaration. It was then agreed that the Old Mutual agent would contact the investigating officer and discuss why he could not complete the missing sections in the police declaration. It was also agreed that the agent would call me and provide feedback of this discussion. This never happened and I had to call back the next day. I then got in touch with a different agent who did not want to assist. She was rude and unhelpful and she said that my claim would not be paid unless the investigating officer completed the police declaration even though Old Mutual has the information required readily available. You would think that a company of this stature would do their best to assist a grieving family with their claim so that they could pay of funeral debts. Instead we found a total disregard for a loyal client's needs. It really saddens me.</p>