THIS SERVICE IS PATHETHIC - Old Mutual Lack of Client Service

Good day Sir

I am writing this email very frustrated as I am getting a poor to non-existing client service every time I am about to claim. Old Mutual has a lot of red tape when it comes to the Head Office staff. My visit to a Branch in Mthatha has always been pleasant and they address you with care. Losing a loved one is stressful enough however you would expect smooth process when claiming. The moment they say at the Branch you will get an SMS then you brace yourself for an appalling service. You get difference messages each time, this then lack efficient and effective service.

I come to you Sir with the hope that my claim will be paid ASAP. Unfortunately, if this is not taken serious by your desk by end of Business today. I don’t have a choice, but I will have to go to Hello Peter. Please note that I am going to be forced by the poor client service to do this.

The only person who knows her job and is always efficient is Shiraaj Bawa – Client Service Resolution Manager. She assisted me in January 2024 after 3 weeks of being sent from pillar to post. See below she gave an instruction at 15h21 and her instruction was not adhered to. See attached 2 SMSs sent 51 minutes and 57 minutes ago respectively. The same SMS sent on the ***4 and 01/08/2024 respectively. So all the emails below have been ignored.

NB: I addressed this Letter to the Old Mutual CEO Mr Iain Williamson, due to being frustrated. I submitted this claim on the 26 July 2024, and I was told that it will be paid after 48 hours (Supposedly working days). Today it is the 5th of August I have not received the money. Instead, every time I am checking for an update. I am forwarded the same 2 SMS day in day out. THIS SERVICE IS PATHETHIC