Upset client

I'm very frustrated with Old Mutual. My mom sadly passed away on 6th January 2019 and she had a Greenlight life cover policy with Old Mutual. She was at the time of death legally married (however going through a very nasty divorce). To cut the long story short, on 25 August 2018 she went into the Old Mutual (Pinelands) branch and was assisted by a lady named Shiyaam Benjamin (Financial advisor) who isn't working there anymore. Her reason for meeting with Shiyaam Benjamin was to update her beneficiary details and to enquire about her outstanding loan balance . The financial advisor then called me on that day requested my ID and informed me about my moms wish to change her beneficiary. She stated she was changing it .

A letter with which has the Old Mutual letter head was sent to our home address in November 2018, confirming the changes she had made to her life cover policy. However when I went to Old Mutual on many occasions in January 2019 much to my surprise to claim my mother's policy, it was shockingly announced to me that the 'updated details' were not reflecting on the Old Mutual system. I've been to the branch three times last week to try investigate how the latest details of my mom changing her beneficiary details were not reflecting, in fact nothing was even showing that she was even at the branch on the 25th I fortunately found some documentation that proved so later and problem with all that is happening at home the letter confirming the changes had disappeared so I didn’t have much to run on but how is there no back up of letters that were sent to your clients and ultimately who is going to take accountability for the negligence. I have not had any joy with the customer experience I've received from the branch manager including the financial advisors who I've had to deal with up until now.

I am struggling with my two brothers who are both unemployed because of a negligent financial advisor who has ruined not only my mother's policy, but also her surviving three children who are struggling to make ends meet. We all know that life cover is what is used after death in order to make ends meet an estate is not an easy route at all especially if the client is not at fault here I urgently need to speak to someone at Old Mutual who can assist me and take my concerns and frustrations into account, and find a way to assist my family in following up with this case, and provide a favourable response for us.