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banyana M

1 reviews | Active since Nov 2010

05 May 2016, 12:06

Very Bad customer service and stinking attitude from the agent

My mom has a extended funeral cover with Old mutual and my sister on the policy, she passed away in April 2016..my mom went to the branch to make a claim and the agent told her that the sales person who was taking her details made a mistake with the id numbers / date of the birth they mixed the date of birth with my younger sister. she told my mom that she will submit the forms and someone will be in contact with her. on the 01.05.2016 during the day, she received a call from a guy by the name of Michael from claims advising her that they wont cover since my mom couldn't understand why they not covering, she asked Michael to explain to me why the claim was rejected, when i took the phone from her to speak to Michael..Michael told me that he is working he does not have time to repeat himself as he has already spoken to my mom i was really shocked i asked him again to repeat and he said that he is not working he can't tell me what he has already told my mom* (shocked for days) i am very annoyed with the bad attitude that Michael gave us and i trust this is not the way that old mutual tell their agents to tell the clients that they cant repeat themselves, we still don't know why the claim was rejected. I would like to discuss this matter further and i want to know how you propose to prevent a similar situation from recurring...if the client does not understand you need to repeat until they understand and not tell them that it is not your responsibility to explain to them twice

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Replies (2)
Old Mutual
Old Mutual's reply05 May 2016, 12:46
Official

Hi Banyana,

Thank you for bringing this to our attention. We will investigate and contact you directly to resolve.

Kind regards

Belinda Hunt

Complaints Management

Old Mutual
Old Mutual's reply16 May 2016, 17:28
Official
I tried calling you on 9.5.2016 but there was no response. I have received feedback from Michael and need to discuss this feedback and the information I have obtained during my own investigation. This policy was taken in 2005 and at that time Ennie was already too old to be added to this benefit. To be added to a family funeral benefit as a child you need to be under 21 years of age. According to her identity document, Ennie was 25 years old in 2005. Therefore, she should never have been added to the benefit. In addition, even if the correct date of birth was used, we would not have added her and no claim could be payable. Please note that even with the incorrect date of birth of 1993, it would make her age 23 at the date of death, which is too old for her to still be on the benefit. Therefore, whether she was coded with the correct or incorrect date of birth, there could not be a claim for Ennie on this policy. Please feel free to call me on 021 ********regarding this matter, however, I trust that the above clarifies the matter. I have provided feedback on Michael's service he provided to you and your mother, to his manager and the necessary steps will be taken. Kind regards Belinda Hunt