Unnecessary delay with claim pay out

Dear Brent Thanks for your reply. As expected I am still at the same place i was yesterday and last week with my claim which is nowhere. Which means the escalation that was done yesterday from Natalie and her supervisor has not been looked at yet. This is really unacceptable. I work for a large provider who is an administrator as well and we pride ourselves in delivering exceptional services and turn around times to us is just a bench mark. We pride ourselves in exceeding customer expectations. We over deliver we don't wait for the specific turn around mentioned to come to pass. We get onto and we deliver. Hoping to get a resolution soonest. Regards

So I received a reply:> > On Tue, Dec 19, 2017 at 12:09 PM, Customer Complaints Feedback < > ********** wrote: > > > Good day Antoinette > > > > I have referred the complaint to the Super Fund management team who will > > investigate and resolve the matter within the next 3 working days, with > you > > directly. > > > > Regards > > > > Brent Sellidon | Complaints Assessor Then I had questions and concerns so I emailed back: > ----- Original Message ----- > > *To:* Customer Complaints Feedback ********** > *Sent:* Wednesday, December 20, 2017 9:00AM > *Subject:* Re: HelloPeter - Ms A Gates > > This email originates from an external source. Stop and think before you > click! > > Good Day Brent > > Thank you for your email response. > May please advise what exactly you mean by resolving? > Does that mean my claim will now finally be paid? > > Regards > Antoinette > ********** 566 Response: On Wed, Dec 20, 2017 at 9:19 AM, Customer Complaints Feedback < ********** wrote: > Good day Antionette > > Thank you for the e-mail. > > I have received feedback from our Superfund division as follows: > > "This is a new claim, received on the 6th Dec. Member exit date was 30 > Nov 2017. > > The claim is in process of which we have app**** for tax and await the > return from SARS. " > > We will therefore make payment once we receive the response from SARS. > > Regards > > Brent Sellidon | Complaints Assessor To which I had a couple of questions: To: Customer Complaints Feedback ********** Sent: Wednesday, December 20, 2017 9:51AM Subject: Re: HelloPeter - Ms A Gates - R001190D/S028163A or C*** (--OCM ********** 6--) This email originates from an external source. Stop and think before you click! Good day Brent I do know when the claim was received etc. If you refer to my query you will note that I mentioned that it was delayed unnecessary due to the divorce claim trigger that was picked up, which was settled by Old Mutual 4 years ago, but I had to do all the admin and get all the confirmations from my emails from 4 years ago before they could go to the next step of the claim. Is there a reason why you initially said that the Super Fund management team will investigate and resolve the matter within the next 3 working days, with me directly? I am trying to understand what resolve means in this case? Will you please also advise when it was referred to SARS to apply for tax? I am asking all this because I suspect this was only done yesterday or today? You mentioned: "This is a new claim, received on the 6th Dec. Member exit date was 30 Nov 2017. Now what I get from the above line is that the claim is in process, within your tat regardless of the fact that it was delayed unnecessary, it's still within tat basically so it doesn't actually matter that there was a delay and that it could have now been further in the process had that not been the case. As I said in my complaint; I work for a very large organization and we pride ourselves in actually over delivering and exceeding customer expectations. Already my claim was delayed by your admin staff not going back into their records to check about the divorce claim but waiting for me to do their work. And up to that point Old Mutual were actually on the ball and things were happening faster than the initial time frame given. Now what I am getting at is that there has now been a break in process and as a valued client I expect someone to take accountability, fast track things, get in touch with who needs to be contacted to get this resolved speedily and my claim paid speedily. Many thanks, Antoinette Then I get this: Customer Complaints Feedback 10:38 AM (1 hour ago) to me Good day Antionette The Tax application was done yesterday. The request is still within SLA. We have however prioritised the request and payment will be processed the moment we can. Regards BRENT SELLIDON | Complaints Assessor OMEM CST Complaints Management wow

So basically this is how Old Mutual deals with complaints: 1. Not all my questions were answered. 2. I am being told it's within sla, have been prioritized, which I wonder what that actually means when the very next thing that is being said is that payment will be processed the moment we can. And no one acknowledges the calls, the emails, the investigations i had to do on my part for this process to move to the next step. From the response i got now the tone comes across that the person responding to my complaint is now irritated. I'm really sorry if i am wrong about this, but it is how it is coming across to me. And this is really not personal. I need someone to understand my concerns and go over and above now to get the process to come to an end soonest. That is really all I am asking.

Good day Brent Thank you for your response. Thank you for your email follow up as well as your call. As I stated I really appreciate that you took the time to call me as the message sometimes gets lost in translation when communicating by email. My apologies for interpreting your previous response wrong. I was beginning to lose faith but it helped that you explained your whole process to me and I appreciate the time that you are taking to assist me and to get a resolution as soon as possible. I will hear from you then once everything has been finalized. Many thanks.

Good day Brent Thanks for all your efforts. I wasn't very understanding and I had very little knowledge about the whole process. Thanks a lot for how you came back to me every time. Even if it was not the answer I was looking for since I didn't really fully understand the process; I do appreciate that you did come back to me every time. Thank you for also going over and beyond in getting a quicker resolution. I wish you well in your career at Old Mutual and I hope that you get all the acknowledgement for all your hard work, especially this time of the year when people are in holiday mode, you have not slacked or taken a break you are working full force insuring everything is running smoothly. Thank you