Poor service and lack of response

I have called their claims department holding on for a total of 46 min today. I out of desperation tried to reset my password to see if I could track my claim on my flexi invest account also with no luck. I went onto their website for someone to call me back no response. I do not usually mail a complaints department or use platforms like Hello Peter to complain, but it looks like there is no other way. My claim has been submitted on the 18th of January 2021 and not once did I get feedback to inform me that is in process. This is not TCF. On the 28th I submitted more documents that was requested still no Feedback.

When submitting a complaint on their website this is the message you get easy way to pass the bucket.

A previous claim was also a mess and took forever to payout.

Dear Valued Old Mutual Customer

Thank you for your email. Your reference number is [OMFCM310785] Please note, this is an auto-response acknowledging receipt of your request.

Our working hours are:

Monday - Friday: 07h30 - 18h00 Saturday: 08h00 - 13h00 Sunday & Public Holidays: Closed

While we appreciate the opportunity to be of service to you, our office is only mandated to investigate and respond to complaints relating to Old Mutual Finance loans and Old Mutual Money Account. All enquiries, service requests and emails that do not meet the above criteria, will regrettably, not be responded to.

Below are contact information for our service centres:

- Old Mutual Finance - *** - Old Mutual Account - ***

For Old Mutual policy related enquiries service requests and complaints please email:

- Old Mutual Policy enquiries/service requests: *** - Old Mutual Group Schemes policy enquiries/service requests: *** - Old Mutual Policy complaints: ***