1 reviews | Active since May 2014
So NOT sorry for your loss
We have been trying to get in contact with Old Mutual regarding a Funeral plan my husband took out on my my mother to assist me with paying for her funeral should the day come.
Well, the worst experience in my life became even more horrific when we tried to claim and then it was declined.
In our view the policy had been active since January 2020 and my mom away in July 2020 which does not fall in the 6 months period they stated they won't pay out, but instead will refund the payments made towards the policy, this has also NOT happen, we checked on our profile and on my mom's policy it states DEATH BENEFIT PAID, which obviously is not true as we had to make other arrangements to pay the funeral home because they needed to continue with the cremation and services they rendered to us when she passed. We just received a normal SMS message stating to pick up the decline letter from them, not even stating an address. They already took off all my mom's details from everything so I can't even query online on our profile.
I have been trying to call, sent emails, laid a complaint on the 14th of July and they just sent ANOTHER automated email stating that this time they would be in contact WITHIN 1 WORKING day and today the 16th of JULY still no reply of response after yet ANOTHER email.
We feel that they promised a service and did not render it and when we questioned their answer not to assist we then get ignored.
We will sure be moving our remaining policy AWAY from them as it is impossible to even try and trust them.
This is normally not how we get this done but in this case it seems that as a client you have to be willing to get "loud" before you get answers and help.
Well as I though I got a call from Old Mutual just after I placed my review on Hellopeter and they did assist me with my questions about why they declined my mother's death benefit payment to us... They told me that my mom died 6 days to early for the claim to be processed so then I requested that the payments made towards the policy be refunded as was stated. That part was paid back to us.
I still how ever can't change my rating, the lady that helped me was very nice though, thanks to you .
Good luck to all future and current clients.
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Well as I though I got a call from Old Mutual just after I placed my review on Hellopeter and they did assist me with my questions about why they declined my mother's death benefit payment to us... They told me that my mom died 6 days to early for the claim to be processed so then I requested that the payments made towards the policy be refunded as was stated. That part was paid back to us.
I still how ever can't change my rating, the lady that helped me was very nice though, thanks to you .
Good luck to all future and current clients.
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