Refusal to Pay-out

Dear Claims Department,

I am writing to formally lodge a complaint regarding the handling and continued refusal of my funeral cover claim.

The deceased passed away as a result of a ****** case, which was immediately reported to the police and a case was officially opened. As part of the claims process, we submitted all the required documents requested by Old Mutual, including the death certificate, police case details, claim forms, and all supporting documentation available to us at this stage.

Despite our full cooperation and compliance with your requirements, Old Mutual continues to refuse or delay payment of the claim on the basis of outstanding post-mortem results. It is well known that in South Africa, post-mortem and forensic investigation results in ****** cases can take a considerable amount of time to be finalized due to police and forensic processes that are beyond the family’s control.

What is particularly concerning is that other insurance companies involved have already assessed the same circumstances and proceeded with their pay-outs, while Old Mutual remains the only insurer refusing to honour the policy.

This delay is causing unnecessary emotional and financial distress to the family during an already difficult period. Funeral cover exists specifically to assist families during times like these, and it is unreasonable for Old Mutual to indefinitely withhold payment despite receiving all documents currently obtainable.

I therefore request the following:

A full written explanation for the continued refusal or delay of the claim. Confirmation of exactly what outstanding requirements Old Mutual believes are preventing payment. An urgent reassessment of the claim in light of the circumstances and the documentation already submitted. A timeline indicating when this matter will be resolved.

Should this matter not be resolved urgently and fairly, I will have no option but to escalate the complaint to the relevant regulatory and ombudsman authorities for further investigation.

I trust that Old Mutual will treat this complaint with the seriousness and urgency it deserves. I will only remove this review once this issues is sorted out.

Kind regards,