Unacceptable Negligence, False Advising, and Heartless Bureaucracy During Family Bereavement

To: Old Mutual Management & Consumer Protection / HelloPeter Community Subject: DISGUSTED AND TRAUMATIZED: Old Mutual Advisor Incompetence, Misrepresentation, and Endless Red Tape While Burying My Father To the management of Old Mutual and anyone considering doing business with this institution: I am writing this public complaint to expose the absolute administrative chaos, gross negligence, and outright dishonesty I have experienced from Old Mutual agents, advisors, and management. You are dealing with peoples' lives, livelihoods, and dignity during their darkest hours—yet Old Mutual treats grieving families like an inconvenience. 1. False Assurances and *********** Advising Three months ago, I approached Old Mutual to handle a replacement funeral policy for my father, moving him from Capitec where he had already served a full 6-month waiting period. I specifically called Old Mutual's head office first, and they assigned an advisor to me. Both the assigned advisor and an Old Mutual agent at head office explicitly and repeatedly assured me: That the policy would be a seamless replacement. That the existing 6-month waiting period from Capitec would be carried over/respected, meaning there would be no new waiting period. That I did not need to provide a cancellation letter from Capitec (though I proactively did so anyway out of caution). I have the exact WhatsApp messages, screenshots, call logs, and voice notes proving that your advisor gave me completely false and *********** advice, giving me a false sense of security that my father was fully covered. To compound this, the advisor even misled me regarding a secondary policy structure, claiming a three-month waiting period existed when management now smugly claims no such rule exists. This is systemic deception. 2. Cruel Bureaucracy While Burying My Father Fast forward three months later: my father passed away. When I submitted the claim, Old Mutual instantly rejected it, citing a "six-month waiting period." While Old Mutual's management has since admitted internally that the fault lies entirely with their rogue, ill-trained advisor, they have turned my family's time of mourning into a nightmare of administrative ping-pong: They are holding my father’s claim hostage, demanding a specific "written letter" from Capitec confirming previous cover and cancellation. Capitec has already provided the official schedule showing the original commencement date and the exact removal date matching our transition. Capitec states this documentation is standard and complete, yet Old Mutual’s management refuses to accept it, treating me like a ******** and making me run up and down while I am trying to bury my father. Demand for Immediate Resolution Old Mutual, your internal failures, *********** advisors, and broken systems are the sole reason for this mess. I have every single piece of digital evidence—recordings, texts, and timestamps—documenting your advisor's exact words. I am putting you on public notice: Honor this claim immediately. Stop shifting the burden of your staff's gross negligence onto a grieving family who is already broken from loss. If this is not resolved immediately, I will escalate this matter directly to the Ombudsman for Long-Term Insurance with all my evidence attached. Let the public read this and decide if they want to trust Old Mutual to protect their families when the worst happens.