Unproffessional

In March 2022 I took a funeral policy for my father and 2 months later, my father passed on. I went to OLD Mutual in July to claim and was told to bring documentation, which I did and was told I will get feedback within a week. A week went by and I was not contacted. I went to the offices and was told I need to bring more docs, I took them back there, mind you, I gave them everything the 1st time as this was not my first claim – so I know how it works. Days went by and I got a sms that more documents were needed. I went there again for the 3rd time and I was however, informed that I do not qualify as the policy had not yet matured. I could only be paid after 6 months… cool. They told me to bring letter of authority and according to my understanding that letter needs to be obtained from court.

Every time I went to Old Mutual offices im told different stories/ New stories. 1. I was told that I cannot be paid as the agent that assisted me in the first place put my father as the beneficiary yet I’m the one paying for the policy and I told her specifically that I’m the beneficiary. So how is it my problem that the employee made a mistake, why am I the one suffering? Why is Old Mutual not listening to calls as they claim they are recorded? 2. I was told to bring letter of authority and that needs me and my siblings obtaining it from court. It’s a very tricky one for me because we stay in different Provinces with my siblings and one is in Thailand. The problem I have is that every time I went to Old Mutual offices, I’m told different or new stories all the time. The call centre was the same too and they would promise to call back but never did until I call them myself. Mind you getting through to the call centre is a mission and have to load R100 on more of airtime. They just don’t follow up – Only one last agent did and that was because I was super angry. During all these times Old mutual still deducted their premium – when I questioned it, they told me that their systems could not stop the premium collections because there are outstanding letters from me. For Godsake why would any company deduct money for someone who is already dead?????. They told me again that every time after they have deducted, I should reverse the debit order – I mean what about my credit score???? The only money I received was R900 and something sometime in October 2022 don’t know if it was for my premiums they deducted before my father passed on or after he passed on. Old Mutal is such an *********** company that only cares about taking money from people and never give services. I don’t care about the money I have paid before my father passed but deeply wounded about the carelessness of how they handled this situation. Every one there is clueless, don’t care and don’t know half of what they are doing including their Team leaders and their managers. Most of it all – no one wanted to take ownership! I just wonder what happens to poor old people that have taken policies there… And I also wonder if this matter was going to be treated differently if I was not black. By the way this is the 2nd incident I have with Old mutual, they told me a **** story about my son’s educational plan that was taken by my mom before she passed on. I was told that policy would still continue until my son was 18 even after my mom has passed… Guess what it never happened. I was given what she had paid. After all that I’ve said, what I want to say is, I want nothing to do with Old Mutual!!!

Regards Lerato