Worst Funeral Claim experience

Good morning

I am writing this review on behalf of my mother and my family as a whole. My mother has an Old Mutual green light insurance policy for years. She submitted a claim on Wednesday (06-04-2022) and we were hoping to receive the money by Friday latest as per Old Mutual terms/adverti*****t which states "Old Mutual pays within 48 hours of all the correct documentation having been submitted" and to this day the money has not been paid. The funeral was a disaster because we had to go around borrow money for the funeral and the worst of this all is that this money that we borrowed obviously has interest as soon as it its given to you. This has been the worst experience that we have had as the family because we always trusted that Old Mutual is still one of the best service providers when it comes to funeral covers, but clearly we were wrong and we had a meeting as the family to before we decided to write this complaint and we actually realised that the funeral policy has caused us more than we were supposed to pay because of all the interest that we will now pay, because if we knew that the policy would give us grief then we would have made alternative arrangements with the bank covers or save the money up instead we trusted Old Mutual and it turns out we shot ourselves in the foot. My mother cannot even express the embarrassment we had to go through this weekend on top of the grieving, I think Old Mutual actually made everything worse and that can unfortunately cannot be undone as much as the agent that normally assist my mother with her funeral policies tried to escalate the matter with Team Leaders no one seemed to care.

If you need more information you can contact the policy holder (my Mother) on the details below:

Nomathemba Desemela ID: *** Contact number: ***