Upaid Funeral Claim by Old Mutual

Hi i am Nozibele Matyeni ,my husband passed on in a car accident on 2 March 2019 and i submitted a claim for funeral plan on 7th March 2019 at Old Mutual.They confirmed that no documents are outstanding on my side on 7th March 2019. The funeral was on 16 March 2019 and i had to borrow money for burial expenses because they had not paid .Ever since then i have been running to old mutual branch,there was a time i was told that the status shows as paid on their side i must wait for money to reflect. I was then contacted at Head office and they said the matter is still under investigation and they couldn't give me a turnaround time as to when the investigation will end and when they will pay.

At their call centres they claim not to pick up information on my husband's policy (Weakness in their internal control). My documents were submitted manually as the policy cant be picked up on their automated system. I think they are making their problems mine and they also playing delay tactics. I am very dissatisfied and dissappointed in a manner in which they are handling my matter.

I am depressed as i dont have money to pay the debts i created for a funeral. My husband took a funeral plan so that we wont have to struggle to burry him. I also believe that when one takes a funeral plan they want their loved ones to have peace of mind when they are nomore.

I have lost confidence in the company and i wrote a complaint on 25 March 2019 and no one bothered to communicate.The company is not doing enough yet they promise people 48 hours and thats false advertising. I have waited more than enough,losing a husband and a father of your children is an unbearable pain.Then a company not paying for funeral plan on time yet they were never late in collecting premiums is devastating.

I have had a terrible experience with Old Mutual. Funeral matters are urgent and important matters yet Old Mutual does not care. No words can express my level of dissatisfaction and dissappointment.

My contact details are ********** 708 and ********** 608 **********