Unpaid death claim

I am writing this to express my disappointment and dissatisfaction ssatisfaction with dealing with Old Mutual on a death claim of my nephew which I had made on the 9th of November 2021.

The first follow up I made on the claim was on the 10th and the agent told me that she will escalate my claim and on the 11th I received an sms stating that my claim has been sent for "further assessment".

I then called again upon receiving this sms to enquire about the "further assessment" that is being done and I did not get a satisfactory response. Thereafter I kept following up every day to enquire about the progress on the assessment of which the agents kept telling me that they are awaiting for feedback from the 3rd party.

On Friday, I went to the branch hoping to get answers but even the staff at the branch could not assist me, an agent called me after I visited that branch to tell me that they are busy with the claim and they do not know how long it will take them to finalise it. Old Mutual turnaround time is 48 hours, the fact that the agents could not tell me how long this will take is very disheartening.

I have written to the complaints twice and to the internal arbitration department and to this date I have not received any response regarding this matter or when it will be finalised and feedback brought to me.

The investigator called me on the 15th to ask me a few questions about the deceased which I answered satisfactory, up until that point I was unaware that my claim was up for investigation, no one from Old Mutual bothered to tell me as I believe it is my right to know.

The investigator mentioned that he would be done with his report on that day, the 15th but up until now Old Mutual still keeps on saying my claim is being further assessed.

I am writing to you as my last resort as no one is willing to assist me or let me know how far is the investigation. The funeral came and gone and I had to borrow money from people to assist.