CG
Carryn G
1 reviews | Active since May 2023
18 May 2023, 14:25
********** service
In April 2023 I found out that Old Mutual had never paid out a policy for my father who passed 30years ago and they had never tried to even trace us. I phoned in and was sent claim documents and was asked to please send a copy of the policy I had as they didn't have me recorded as a beneficiary. This was done and I was advised it would be resolved within 10days. 1month later and every time I call all I get told is they've requested the policy from archives to correct and validate. My last call I get told they've received it and I'll finally receive feedback and when I phone yet again to follow up now they tell me they've requested the policy file from archives again. This company has no idea what they doing, they have zero customer feedback and they send you round and round in circles to receive something you should've had 30years ago!!!
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Carryn G's updateReviewer Update
23 May 2023, 12:18 Dear Bilqees
Thank you for your reply dated 18 May 2023 and the subsequent email from Coleen also on the 18th of May.
I have tried calling Coleen and do not get an answer, please note that I have still not received feedback from your nor has the problem been resolved. I have now lodged a complaint with the Ombuds and below give you a summary for your records:
In August 1990 my late father took out a Stangro 2000 Investment policy through Old Mutual. My father passed away on 26 September 1993. The estate notified all parties and Old Mutual never responded on the estate. On 10 April 2023 while I was cleaning out my mothers old paper work I found a copy of the policy which indicated that myself and my sister (Nadine Wendy Helm - Nee Godlonton) were beneficiaries of the policy. Knowing that neither of us never received any of the benefit of the policy I contacted Old Mutual on 12 April 2023 to establish if the policy had ever been paid out. Old Mutual advised that the policy had not been paid out and that they had last sent notification in 2007 to my deceased father that the policy needed to be claimed. I was advised that the policy record they had was different to the policy document I hold in that the only beneficiary on the system is my sister Nadine Godlonton. I was asked to complete the claim forms and return this with the required supporting documentation together with a copy of the policy document that I have. The completed information was sent to Old Mutual on 17 April 2023 and acknowledged for processing on 18 April 2023. I was advised that the processing would take 10 Business days. On 28 April 2023 I started with my follow up calls on the processing and was advised that they have requested a copy of the original policy from the records department due to the change in beneficiaries needing to be validated. I was advised that I need to wait another 3 Business days before they could provide feedback. I then followed up again on 5 May 2023 and was advised that they are again requesting the policy document as the version they had received was not correct. On 9 May 2023 I then received a email from Old Mutual requesting that we complete the Tax Directive documentation, we returned these as requested. On 10 May 2023 I then called in again to establish if they could now give us the value of the investment that we should be receiving and I was again informed that they have again requested the policy from the archive (request no 3). I asked that this matter be escalated as were well beyond the 10day period now. On 16 May 2023 I called in again as I had still not received feedback and I was advised by the consultant (Azra) that the policy had been received and that it is now with the administration department. She then advised that I will receive feedback by Close of Business on 17 May 2023 - nothing was ever received. On 18 May 2023 I called again and spoke to another consultant (Vincent) who advised that they have yet again requested the policy document from archives. At this point I realized there was clearly a problem and asked to speak to a manager as this was now the 5th time I had been told that the policy is being requested. I was then put on a call with Daniel Samson who is the claims manager. Daniel advised that the reason they are requesting the policy again is due to the version they received is incorrect and does not match the policy I am referring to (Yet surprisingly has the same policy no). He advised that they need the policy document to process and update the records. I was then promised that he would personally monitor this situation and have it resolved to provide feedback by close of business on 22 May 2023. I then called again today (23 May 2023) to follow up as again I had not received any feedback and Daniel advised that they have still not received the policy document from Archive and that there is no one else I can escalate this to in the business as the department dealing with the archived documents do not take calls. Daniel also went further to advise that it seems like they may not have a copy of this policy as no one has been able to share it with them to finalize the claim. I then asked what happens if they cannot find the policy and he could not answer me on that.
I would really appreciate some assistance in resolving this matter as this is ridiculous (even Daniel agreed on that)...
RegardsCarryn GodlontonID: ***Cell: ***
Thank you for your reply dated 18 May 2023 and the subsequent email from Coleen also on the 18th of May.
I have tried calling Coleen and do not get an answer, please note that I have still not received feedback from your nor has the problem been resolved. I have now lodged a complaint with the Ombuds and below give you a summary for your records:
In August 1990 my late father took out a Stangro 2000 Investment policy through Old Mutual. My father passed away on 26 September 1993. The estate notified all parties and Old Mutual never responded on the estate. On 10 April 2023 while I was cleaning out my mothers old paper work I found a copy of the policy which indicated that myself and my sister (Nadine Wendy Helm - Nee Godlonton) were beneficiaries of the policy. Knowing that neither of us never received any of the benefit of the policy I contacted Old Mutual on 12 April 2023 to establish if the policy had ever been paid out. Old Mutual advised that the policy had not been paid out and that they had last sent notification in 2007 to my deceased father that the policy needed to be claimed. I was advised that the policy record they had was different to the policy document I hold in that the only beneficiary on the system is my sister Nadine Godlonton. I was asked to complete the claim forms and return this with the required supporting documentation together with a copy of the policy document that I have. The completed information was sent to Old Mutual on 17 April 2023 and acknowledged for processing on 18 April 2023. I was advised that the processing would take 10 Business days. On 28 April 2023 I started with my follow up calls on the processing and was advised that they have requested a copy of the original policy from the records department due to the change in beneficiaries needing to be validated. I was advised that I need to wait another 3 Business days before they could provide feedback. I then followed up again on 5 May 2023 and was advised that they are again requesting the policy document as the version they had received was not correct. On 9 May 2023 I then received a email from Old Mutual requesting that we complete the Tax Directive documentation, we returned these as requested. On 10 May 2023 I then called in again to establish if they could now give us the value of the investment that we should be receiving and I was again informed that they have again requested the policy from the archive (request no 3). I asked that this matter be escalated as were well beyond the 10day period now. On 16 May 2023 I called in again as I had still not received feedback and I was advised by the consultant (Azra) that the policy had been received and that it is now with the administration department. She then advised that I will receive feedback by Close of Business on 17 May 2023 - nothing was ever received. On 18 May 2023 I called again and spoke to another consultant (Vincent) who advised that they have yet again requested the policy document from archives. At this point I realized there was clearly a problem and asked to speak to a manager as this was now the 5th time I had been told that the policy is being requested. I was then put on a call with Daniel Samson who is the claims manager. Daniel advised that the reason they are requesting the policy again is due to the version they received is incorrect and does not match the policy I am referring to (Yet surprisingly has the same policy no). He advised that they need the policy document to process and update the records. I was then promised that he would personally monitor this situation and have it resolved to provide feedback by close of business on 22 May 2023. I then called again today (23 May 2023) to follow up as again I had not received any feedback and Daniel advised that they have still not received the policy document from Archive and that there is no one else I can escalate this to in the business as the department dealing with the archived documents do not take calls. Daniel also went further to advise that it seems like they may not have a copy of this policy as no one has been able to share it with them to finalize the claim. I then asked what happens if they cannot find the policy and he could not answer me on that.
I would really appreciate some assistance in resolving this matter as this is ridiculous (even Daniel agreed on that)...
RegardsCarryn GodlontonID: ***Cell: ***
CG
Carryn G's update23 May 2023, 12:18
Reviewer Update
Dear Bilqees
Thank you for your reply dated 18 May 2023 and the subsequent email from Coleen also on the 18th of May.
I have tried calling Coleen and do not get an answer, please note that I have still not received feedback from your nor has the problem been resolved. I have now lodged a complaint with the Ombuds and below give you a summary for your records:
In August 1990 my late father took out a Stangro 2000 Investment policy through Old Mutual. My father passed away on 26 September 1993. The estate notified all parties and Old Mutual never responded on the estate. On 10 April 2023 while I was cleaning out my mothers old paper work I found a copy of the policy which indicated that myself and my sister (Nadine Wendy Helm - Nee Godlonton) were beneficiaries of the policy. Knowing that neither of us never received any of the benefit of the policy I contacted Old Mutual on 12 April 2023 to establish if the policy had ever been paid out. Old Mutual advised that the policy had not been paid out and that they had last sent notification in 2007 to my deceased father that the policy needed to be claimed. I was advised that the policy record they had was different to the policy document I hold in that the only beneficiary on the system is my sister Nadine Godlonton. I was asked to complete the claim forms and return this with the required supporting documentation together with a copy of the policy document that I have. The completed information was sent to Old Mutual on 17 April 2023 and acknowledged for processing on 18 April 2023. I was advised that the processing would take 10 Business days. On 28 April 2023 I started with my follow up calls on the processing and was advised that they have requested a copy of the original policy from the records department due to the change in beneficiaries needing to be validated. I was advised that I need to wait another 3 Business days before they could provide feedback. I then followed up again on 5 May 2023 and was advised that they are again requesting the policy document as the version they had received was not correct. On 9 May 2023 I then received a email from Old Mutual requesting that we complete the Tax Directive documentation, we returned these as requested. On 10 May 2023 I then called in again to establish if they could now give us the value of the investment that we should be receiving and I was again informed that they have again requested the policy from the archive (request no 3). I asked that this matter be escalated as were well beyond the 10day period now. On 16 May 2023 I called in again as I had still not received feedback and I was advised by the consultant (Azra) that the policy had been received and that it is now with the administration department. She then advised that I will receive feedback by Close of Business on 17 May 2023 - nothing was ever received. On 18 May 2023 I called again and spoke to another consultant (Vincent) who advised that they have yet again requested the policy document from archives. At this point I realized there was clearly a problem and asked to speak to a manager as this was now the 5th time I had been told that the policy is being requested. I was then put on a call with Daniel Samson who is the claims manager. Daniel advised that the reason they are requesting the policy again is due to the version they received is incorrect and does not match the policy I am referring to (Yet surprisingly has the same policy no). He advised that they need the policy document to process and update the records. I was then promised that he would personally monitor this situation and have it resolved to provide feedback by close of business on 22 May 2023. I then called again today (23 May 2023) to follow up as again I had not received any feedback and Daniel advised that they have still not received the policy document from Archive and that there is no one else I can escalate this to in the business as the department dealing with the archived documents do not take calls. Daniel also went further to advise that it seems like they may not have a copy of this policy as no one has been able to share it with them to finalize the claim. I then asked what happens if they cannot find the policy and he could not answer me on that.
I would really appreciate some assistance in resolving this matter as this is ridiculous (even Daniel agreed on that)...
RegardsCarryn GodlontonID: ***Cell: ***
Thank you for your reply dated 18 May 2023 and the subsequent email from Coleen also on the 18th of May.
I have tried calling Coleen and do not get an answer, please note that I have still not received feedback from your nor has the problem been resolved. I have now lodged a complaint with the Ombuds and below give you a summary for your records:
In August 1990 my late father took out a Stangro 2000 Investment policy through Old Mutual. My father passed away on 26 September 1993. The estate notified all parties and Old Mutual never responded on the estate. On 10 April 2023 while I was cleaning out my mothers old paper work I found a copy of the policy which indicated that myself and my sister (Nadine Wendy Helm - Nee Godlonton) were beneficiaries of the policy. Knowing that neither of us never received any of the benefit of the policy I contacted Old Mutual on 12 April 2023 to establish if the policy had ever been paid out. Old Mutual advised that the policy had not been paid out and that they had last sent notification in 2007 to my deceased father that the policy needed to be claimed. I was advised that the policy record they had was different to the policy document I hold in that the only beneficiary on the system is my sister Nadine Godlonton. I was asked to complete the claim forms and return this with the required supporting documentation together with a copy of the policy document that I have. The completed information was sent to Old Mutual on 17 April 2023 and acknowledged for processing on 18 April 2023. I was advised that the processing would take 10 Business days. On 28 April 2023 I started with my follow up calls on the processing and was advised that they have requested a copy of the original policy from the records department due to the change in beneficiaries needing to be validated. I was advised that I need to wait another 3 Business days before they could provide feedback. I then followed up again on 5 May 2023 and was advised that they are again requesting the policy document as the version they had received was not correct. On 9 May 2023 I then received a email from Old Mutual requesting that we complete the Tax Directive documentation, we returned these as requested. On 10 May 2023 I then called in again to establish if they could now give us the value of the investment that we should be receiving and I was again informed that they have again requested the policy from the archive (request no 3). I asked that this matter be escalated as were well beyond the 10day period now. On 16 May 2023 I called in again as I had still not received feedback and I was advised by the consultant (Azra) that the policy had been received and that it is now with the administration department. She then advised that I will receive feedback by Close of Business on 17 May 2023 - nothing was ever received. On 18 May 2023 I called again and spoke to another consultant (Vincent) who advised that they have yet again requested the policy document from archives. At this point I realized there was clearly a problem and asked to speak to a manager as this was now the 5th time I had been told that the policy is being requested. I was then put on a call with Daniel Samson who is the claims manager. Daniel advised that the reason they are requesting the policy again is due to the version they received is incorrect and does not match the policy I am referring to (Yet surprisingly has the same policy no). He advised that they need the policy document to process and update the records. I was then promised that he would personally monitor this situation and have it resolved to provide feedback by close of business on 22 May 2023. I then called again today (23 May 2023) to follow up as again I had not received any feedback and Daniel advised that they have still not received the policy document from Archive and that there is no one else I can escalate this to in the business as the department dealing with the archived documents do not take calls. Daniel also went further to advise that it seems like they may not have a copy of this policy as no one has been able to share it with them to finalize the claim. I then asked what happens if they cannot find the policy and he could not answer me on that.
I would really appreciate some assistance in resolving this matter as this is ridiculous (even Daniel agreed on that)...
RegardsCarryn GodlontonID: ***Cell: ***