Old Mutual issues apology after family takes corpse to Stanger offices
Management at Old Mutual says it did not delay a funeral policy payout to a KwaDukuza family who carried the body of their relative into a KwaZulu-Natal branch last week.
In a statement, the banking group apologised saying it deeply regrets the distress the family endured.
The company says the Mtshali family's claim took longer to process because it was referred for further individual assessment.
READ: Bereaved family drags corpse to Old Mutual after failed policy pay out
MD of Old Mutual Mass and Foundation Cluster, Clarence Nethengwe said: “Although every attempt was made to settle the claim as speedily as possible, we are deeply sorry for the delay. We are committed to doing better and we will be taking steps to accelerate and improve the way we verify those claims that need to be assessed further. Old Mutual will also continue to engage the family and provide any necessary support.”
Old Mutual added it would take steps to accelerate the assessment of claims.
“Although most claims are paid on time, and delays are rare, it is clear that we need to make our additional claims assessment processes easier and faster to ensure we do not let any of our customers down in their time of greatest need. While more than 99% of our valid funeral claims are paid out within the contracted 48 hours, we must strive to make that 100%."
A video of Thandaza Mtshali and Thobeka Mhlongo carrying their uncle in a blue body bag into an Old Mutual office went viral on social media.
According to the family, Sfiso Mtshali from Kwadukuza died of natural causes on the 7th of this month.
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Mtshali's niece, Thandaza Mtshali says they informed the insurance company and were told they would be paid out in two days.
She says they were still waiting five days later.
"They did not cal me about the problem. They paid me after I gave them the body. I took the body back to the mortuary. That is a very painful thing to experience," she said.
