Old Mutual
Delaying Tactics

My mom is the recipient of one my dad's policies and she submitted all the documents at the beginning of the month. After some initial mishaps she got a phone call on 9 August, yes the public holiday, they have received all the documents and payment will happen soon. and we are still waiting. In the mean time my mom has to see specialists which was why she only submitted the claim now, 4 years after my dad' passing.
I spoke to Norman on 21 August at which point he confirmed if was with the authorisers for payment and it should be ready for payment by the 23rd. I phoned on the 28th at which point they only applied for the tax directive on the Monday, received the feedback on Tuesday that everything is ok. And if I didn't phone on the 28th I am sure no one would even have looked at it even though they got the documents back from SARS on the 27th. Since my Dad's passing we had to deal with multiple insurance companies and Old Mutual is the worse when it comes to service, the amount of time it takes to finalise a request and the fact they can never commit to when something will be finalised. They must take a note from the way other companies are doing it.

Company: Old Mutual
Country: South Africa
City: Claims department

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