UPDATE ON MY COMPLAINT – OLD MUTUAL FUNERAL POLICY

I would like to provide an update regarding my ongoing dispute with Old Mutual.

After escalating my complaint to the National Financial Ombud Scheme, my claim was unfortunately declined. However, I have since obtained my original application form, which raises serious concerns about the fairness of this decision.

The application form clearly shows the address I provided at the time of taking out the policy. This address is different from the one Old Mutual claims they used to send my policy documents and correspondence.

This means that the incorrect address was not provided by me, but appears to have been captured incorrectly by Old Mutual.

For over 13 years, I was under the impression that my policy was in order. I was never made aware of any terms stating that spousal cover would fall away upon changes in marital status. Had this been properly communicated to me, I would have taken steps to update my policy.

Old Mutual is now relying on terms and conditions that were never properly disclosed to me, due to their own administrative error in recording my address.

It is unfair to expect a policyholder to comply with terms they were never given the opportunity to read or understand.

I have formally requested a reconsideration of the decision and asked Old Mutual to provide proof that the policy documents and annual statements were actually delivered to me.

In addition, due to this experience, I have lost confidence in Old Mutual and have requested cancellation of my current funeral policy, as well as consideration of reimbur*****t or a fair resolution.

I hope that by sharing this, Old Mutual will take accountability and resolve this matter fairly.

Thank you.