1 reviews | Active since Feb 2018

20 Feb 2018, 07:49

Refusal of Death claim pay out

Item: Old Mutual
Rating: 1
Author: Olwethu M

My Mother (Ms. Thembeka Mvotho) Policy no: 69667P ********** 85 is being given the run around by Old Mutual during a difficult time as her boyfriend (Mr. Ivan Adkins) who she was living with since 2011 has passed away due to chronic illness on 10/02/2018.

She has him covered on her funeral policy and she has handed in the necessary documentation for the claim but now she is being told to submit a 'Letter of Lobola' yet they were never married and when she added him onto her policy she never claimed to have been married to Mr. Adkins and Old Mutual never requested the 'Letter of Lobola' but now all of a sudden now that claim has been made it is required.

This is completely pathetic service from Old Mutual.

Please see feedback she received.

Old Mutual: Dear MISS THEMBEKA MVOTHO. Thank you for visiting one of our branches today. We are sorry to hear about your loss and wish to offer our sincere condolences. The reference number for your claim is CEB ********** 173. We will contact you if we need further information. Please also feel free to contact us if we can be of any other assistance.

Old Mutual. To complete your request on 69667P ********** 85 we need the Lobola letter. Regards . Fax ********** 344/Email ********** Quote this Ref: CEB ********** 173

Helpful (0)

Replies (5)

Old Mutual's replyOfficial

20 Feb 2018, 08:23

Dear Olwethu

Thank you for the review.

We apologise for the inconvenience and frustration caused. We will require proof of marriage if the claimant declared that she was married to the deceased by any law, custom or religion, or if she was not so married, was living together with him as a couple.

We will look at the documents submitted to confirm what she stated on the claim forms and clarify what is needed to settle the claim speedily, directly with her.

Regards

Brent Sellidon

Old Mutual Complaints Management

Old Mutual's reply20 Feb 2018, 08:23

Official

Dear Olwethu

Thank you for the review.

We will look at the documents submitted to confirm what she stated on the claim forms and clarify what is needed to settle the claim speedily, directly with her.

Regards

Brent Sellidon

Old Mutual Complaints Management

Olwethu M's updateReviewer Update

20 Feb 2018, 09:58

Hi Brent, They were never married. What proof would be require stating they were living together with him as a couple.

Olwethu M's update20 Feb 2018, 09:58

Reviewer Update

Hi Brent, They were never married. What proof would be require stating they were living together with him as a couple.

Olwethu M's updateReviewer Update

20 Feb 2018, 12:25

Olwethu M's update20 Feb 2018, 12:25

Reviewer Update

Olwethu M's updateReviewer Update

01 Mar 2018, 09:20

Thank you! Dear Olwethu, It is usually an affidavit from a family member of the deceased and an affidavit from a family member of your mother, who both confirm that the deceased and your mother were living together at the time of the deceased's death and for how long. I have however sent this matter to the branch manager to provide feedback on this requirement to your mother directly. Kind regards Belinda Hunt Complaints Management

Olwethu M's update01 Mar 2018, 09:20

Reviewer Update

Old Mutual's replyOfficial

01 Mar 2018, 09:32

Dear Olwethu

I received confirmation that this payment was made on 23 February 2018. Thank you once again for bringing it to our attention.

Kind regards

Belinda Hunt

Complaints Management

Old Mutual's reply01 Mar 2018, 09:32

Official

Dear Olwethu

I received confirmation that this payment was made on 23 February 2018. Thank you once again for bringing it to our attention.

Kind regards

Belinda Hunt

Complaints Management