Would not recommend to anyone

I have two funeral covers with Old Mutual for my mother & sister. Historically, they would call and advise if my debit order did not go through and make arrangements with me. I used to get the friendliest consultants who would support me and make the process seamless. I noticed that my debit order had not gone through on the specified that I instructed the past two consultants on. I called Old Mutual and spoke to a friendly consultant who confirmed that my account was up to date and confirmed that my debit order date had been changed as per my instructions. However, to my surprise less than a month later, I received a lapsed policy letter from them. I couldn't even open the letter because the password being my date of birth in their specified format did not work. I called Old Mutual again and spoke to the rudest consultant ever. He told me that I missed 2 premiums and that there is nothing that will change lapsed status. I should have known of this and that no one would have called me to advise me or check when I can make payment. Mind you he is saying all this information, yet he does not know which department is responsible for this process or what the process is. He then said I could apply for a re-instatement, and he would log it on his side as well. With regards to any other complaints I have, nothing can be done as the policies have lapsed.

Later that day I sent an email to Old Mutual documenting my call, the service I received and the lack of information and process that was followed with my policies. I received no response until I followed up on the email and my complaints were ignored because all they requested was my ID number. I responded and my email was ignored once again. I have received no response 'till date. I'm assuming the expectation is that I should chase them again.

Last month I received a random call from a consultant confirming my re-instatement. He was friendly and clear on my debit order dates and when the policy will commence again after payment is received. It was such a nail biter to stay without cover for close to a month all because some departments were lazy & ***********. I would have never gone without cover or request re-instatement. I was treated so poorly overall and had to beg to maintain policies that I am paying for diligently. I suppose going forward, I am supposed to call them daily to make sure that everything is up to scratch before they cancel my policies again as I can not apply for re-instatement again - this is a once off benefit.

One would think that they intentionally let your policy lapse so they do not have to payout in the future.

Anyway, I received a congratulations letter from them yesterday. I suppose it would be about my policies being active again. However, once again, I can not open the attachments as my password does not work so I can actually read the letter. I have sent them an email requesting assistance on this yesterday. However, knowing Old Mutual, they are likely to ignore my email again and continue with business.

This gives me so much anxiety as I do not believe that people who conduct themselves like this should be the ones who keep the funeral benefits of your loved ones. More than anything, I wonder if they will honor their end of the bargain when the unfortunate day comes for me to redeem the benefit that I have been paying for.