Unpaid Claims

Good day,

I am writing to formally request assistance regarding a payout that has been significantly delayed due to incorrect beneficiary information captured on the policy.

Old Mutual had incorrectly captured the beneficiary names. They are unable to provide an ID number or date of birth for the listed beneficiary, as they only have a name on record. We were initially informed that we needed to produce court documents as well as an affidavit confirming that such a person does not exist in our family. This documentation was submitted in 2025.

It is now 2026, and we have once again been asked to provide the same information, which we have done. However, the matter still remains unresolved.

When I visited the branch, the policy indicated that the beneficiaries are the children and not the wife. Despite this, Old Mutual requested the wife's details. We have provided a marriage certificate; however, the wife’s name does not match the name captured on the policy. From our understanding, the name may have been incorrectly captured, as the child’s name and the name recorded by Old Mutual sound similar.

I also requested that Old Mutual provide a recording confirming that the captured name was provided by the deceased, but they advised that they cannot provide such information.

I have made multiple attempts to resolve this matter. Each time I call, I am required to explain the situation again, submit documentation, and follow up myself, only for the process to restart with a different agent. This has caused considerable frustration and delay.

We kindly request urgent assistance in resolving this matter and finalizing the payout. Your support in escalating this issue and providing clear guidance on the next steps would be greatly appreciated.