Very poor service and Incompetence.

My Client Passed away on Friday 20/September 2024, After the Weekend of mourning my client provided me with all documentation to submit her funeral claim at Old Mutual. Old Mutual has a policy of paying Funeral claims within 48 hour after all supporting documents have been received. On Friday 27 September my client got an watsup for outstanding documents. We contacted the claims dep, to inform them all document was attached on Wednesday, and the person conducting the call Admitted everything was submitted. Needless to say Today 01/10 2024 at 09h28 my client still have not received her payment. After 5 additional calls of witch one was to a senior manager that did not respond to calls nor e-mails sent to him. This is unacceptable for a company of Mutual's stature to allow such incompetence. Very disappointed. This was a policy that was paid and up to date since 18/03/2011.