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1 reviews | Active since May 2016

02 Jun 2016, 07:41

Poor Service!!

<p>My husband resantly died since he has a policy at Old Mutual I went to fill in all the forms. they told me it was going to take up to 7 work days to pay out. 14 Days lays later I still haven't recieved anythin g not even a call. when I went to go see them they told me the Cape Town branch never prosessed the claim. They said this time im onna wait 5 working days. 2 Days ago I went back and still nothing was prosessed. Yesterday they tell me the Wrong pollicy number is on the forms. </p> <p>This has been goingg on from April already and i haven't gotten anything from them. I'm disapointed in how they are draging this out. I don't know what to do about this anymore!!</p>

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Replies (4)
Old Mutual
Old Mutual's reply02 Jun 2016, 08:16
Official

Hi Sheena,

Thank you for bringing this to our attention. We will investigate and contact you directly to resolve.

Kind regards

Thabiet Mintin

Complaints Management

Best regards,

Old Mutual
Old Mutual's reply03 Jun 2016, 09:31
Official
Dear Mrs Stander I refer to our telephone conversation this morning. I am sorry to hear about your service experience and the fact that you had to resort to the website to have this matter resolved. We received Mr Stander's request. The quote for this plan was based on the first life and second life assured and the contract was issued accordingly. The changes that was requested are not allowed on this product. I trust my telephonic explanation clarify the matter. Kind regards

Best regards,

's update07 Jun 2016, 16:22
Reviewer Update

I am sorry but I cannot accept that. The contract that I have says that it can be changed. And if that where the case why was my husband not told it can't be changed? I am not going to just leave this issue. So many things have gone wrong with this that I’m starting to wonder if the jobs been done right. His ex-wife made changes on the policy after his death that she had no right to do, so please explain to me why that is?

Old Mutual
Old Mutual's reply08 Jun 2016, 13:06
Official

Dear Zoey2014

I refer to our telephone conversation this afternoon. I discussed this matter with our Legal department and they confirmed that changes are not allowed on this contract. I provided you with all the information in my e-mail of 7 June 2016.

Kind regards

Best regards,