Unresolved Policy Reactivation and Poor Client Service

Dear Old Mutual Customer Service, I am writing to formally lodge a complaint regarding the handling of my funeral policy and the poor level of service I have received. Earlier this year, my policy lapsed. In August, I requested that the policy be reinstated and paid all arrear amounts as instructed. Since then, I have been in continuous communication with Old Mutual, repeatedly sending proof of payment as requested. It was discovered that there was an error on the policy ref number which I requested Old Mutual to rectifiy in order to reallocate the funds to the correct policy. Everytime I sent an email I will receive a different ref number . I visited the Pretoria Branch to also submit proof of payment and also requesting a follow up on the reativation, another call was logged with a different reference and a time frame of 10 working days was given .That was ignored. I wneDespite these efforts, the policy remains inactive. On 29 October, I emailed Old Mutual to express my dissatisfaction with the service I have received. To date, I have not received any response. This lack of communication is unacceptable. Yesterday, I submitted a claim following the passing of my uncle. Given the circumstances, this matter is now urgent and requires immediate attention. I need to bury my uncle Saturday on the 22 November 2025