Unpaid Funeral Claim

Old Mutual protect policy Ref no:CEB***

Dear Recipient, I took a funeral policy on 2024 November for an extended family member at the Old mutual East London Vincent branch, during the interview with the financial advisor we spoke about the relationship between me and the now deceased ,they agreed to insure under “Extended family cover’’ …I briefly explained the relationship between me and the person that I was covering which is the now deceased ,the advisor suggested that it’s an extended family since the person is not my child they are going to fall under “Extended family cover’’ and the was no problem , the policy was up to date ,no missed premiums. I have submitted a death claim for my Nephew under extended family cover, I submitted the claim on the 9th May 2025 with all the required documents , the claim was supposed to be approved within 48 hours as per their turnaround time. There was a delay in the processing of the claim, they gave a reason that they will do further Assessment. A lady called from Old Mutual in the claims department wanting to establish the relationship between me and the deceased and I had to explain again how we are related. She went further and called other family members asking about my linage and family tree. I even asked the lady to call the mother of the child so that the matter can be speedily resolved.

We buried my nephew on the 16th of May 2025 without Old Mutual paying the Funeral Claim. We have incurred costs that we are still paying I have visited Old Mutual branches for weeks, called them, sent complaints and got nothing tangible from them they just kept saying further Assessment are being conducted. It took 2 months to say they will not pay the claim because I ‘’misrepresented the relationship’’ which I do not agree with because I have been upfront with the advisor upon taking the policy, I have also been upfront with the Old Mutual investigator who was interviewing me. May you please assist with this claim because I’m not happy with the outcome. Yours Sincerely MR.SKlaas