Prolonged delay in claim settlement

Old Mutual,

Fourteen years have passed since the death of my father, and during this time we have been attempting to obtain the life‑insurance claim from Old Mutual. Unfortunately, the process has been far from straightforward.

The company has repeatedly asked for an extensive set of documents: the hospital’s confirmation of death in Pretoria, the attending physicians’ names, the mortuary’s details, the investigating officer’s report (who, incidentally, is also deceased), the original death certificate, the issuing authority, and numerous other items. Each time we provide the requested paperwork, we are subsequently asked for additional documentation, creating an endless cycle of submissions.

This protracted back‑and‑forth has not only been emotionally draining but has also incurred costs that now far exceed the value of the claim itself. After more than a decade of effort, we are still unable to see the matter resolved.

Could you kindly explain why the claim has not yet been finalized and advise what concrete steps we need to take to bring this process to a close? Any guidance or assistance you can provide would be greatly appreciated.

Thank you for your attention to this matter.

Yours sincerely, Odesa