SHOCKING SERVICE

Good afternoon, my name is Yvonne Pieterse.

I submitted a claim form to Old Mutual ( due to my husband's passing, Mr JT Pieterse) during August 2019 for five contracts that my husband had with Old Mutual. I was told that two of the policies would be settled within days, which in fact happened. Well done and thank you.

I was told that the other three would take longer to settle as Old Mutual would have to get pricing on them - they were policies that were in force for around 30 years. The time period given, was around 6 - 8 weeks.

So worst scenario, I expected to be paid by mid October 2019. To this day, no payment on any of these three policies.

The very frustrating thing about this situation is that I have made five calls with only on one occasion, on 6 December 2019, the courtesy of a return call from Old Mutual to give me feedback.

I have tried to speak to a manager or a senior person to no avail. I was repeatedly told that they do not take telephone calls. Any communication via e-mail to them, has to be sent to the general Old Mutual claims service e-mail address? Today I am told, after holding on for 53 minutes, that one of the three policies are out on pricing. However the administrators are still busy with the other two policies before they can be sent for pricing. Three different administrators are dealing with the three policies. They have had the claim form, with all the relevant information for all the contracts, since 16 August 2019!!!!!

Since the Call Centre agents started escalating this matter on 25 November 2019, no special efforts have been made by any of the leaders to resolve this situation as a matter of urgency. In fact, I have reason to believe that these three claims were never processed in August, but only when I, in desperation called to enquire what the status quo was, in November 2019.

Marietha van den Berg, the responsible person for escalations in the Processing department I am told, " I suggest you escalate to Old Mutual's Service Director or a person with a similar designation, that has the mandate to urgently resolve this matter."

This is probably the worst service experiences I have encountered from any service provider I have dealt with over a period of forty years.

Contact details: ***