ConsumerTalk with Wendy Knowler, Good to Know with Wendy Knowler, Good to Know with Wendy Knowler

We paid before the family arrived with the body – Old Mutual

On Wednesday, Sifiso Mtshali’s niece and aunt took his corpse into an Old Mutual office in a bid to get payment for a claim by providing a macabre but effective “proof of death”.

A video of the women carrying the body inside a bag went viral on social media (scroll down to watch it but be warned – it’s not for sensitive viewers).

Picture: @OldMutualSA/Twitter

Old Mutual says it had paid the claim by the time the family arrived at its offices with the remains of their relative.

We have payment runs at set times. That funeral policy payment went through to the beneficiary’s Capitec account, for urgent clearing, before the family arrived with the body, but the SMS only reflected on her phone shortly afterwards. That made them believe that we only paid because they arrived at the branch with the body, which is unfortunate.

Tabby Tsengiwe, Chief Communications Officer - Old Mutual

(Read a detailed account on TimesLIVE: We are truly, truly sorry - Old Mutual)

The niece lodged a claim in the afternoon on 11 November; Old Mutual told her she would get paid within 48 hours.

However, the claim was sent to head office for assessment, and Old Mutual did not indicate how long it would take.

The family is poverty-stricken – they paid the policy premiums with a child grant - and any delay in payment would’ve been devastating.

To add insult to injury; Old Mutual staff members allegedly told the family to borrow money for the funeral while they wait for the claim assessment.

In 2018, funeral policy-related grievances made up 41% of all complaints made to the Long-Term Insurance Ombudsman.

The Money Show’s Bruce Whitfield interviewed consumer journalist Wendy Knowler.

The problem was they couldn’t tell them when it was going to be paid out and they got desperate…

Wendy Knowler, consumer journalist

Whitfield also spoke to Caroline da Silva of the Financial Sector Conduct Authority.

The Financial Sector Conduct Authority is there. You don’t need to resort to such desperate measures. You can call us and let us ensure they treat you fairly…

Caroline da Silva, Financial Sector Conduct Authority

Listen to the interviews in the audio below.

Get the 10 most-read articles of the week from Bruce Whitfield’s The Money Show, emailed to you every Friday morning:

Subscribe to our Business Wrap Newsletter


Recommended

by NEWSROOM AI
Read More
'Black candidate would’ve been great, but we support De Ruyter’s appointment'

'Black candidate would’ve been great, but we support De Ruyter’s appointment'

“For the good of all of us, we support him,” says Sandile Zungu (Black Business Council).

3 best JSE shares to buy, right now (by The Robert Group)

3 best JSE shares to buy, right now (by The Robert Group)

Devin Shutte (Head of Investments at The Robert Group) shares his stock picks of the week with Bruce Whitfield on The Money Show.

Karatbars – is it a scam? The case for and against…

Karatbars – is it a scam? The case for and against…

Bruce Whitfield interviews senior Karatbars representatives, a financial advisor and someone who was invited to its conference.

Can’t find your phone? Drop everything – thieves can get into your banking app!

Can’t find your phone? Drop everything – thieves can get into your banking app!

Did someone steal your phone? Contact your bank without hesitation warns consumer journalist Wendy Knowler.

How to retire (or stop working for money) by the age of 40

How to retire (or stop working for money) by the age of 40

Warren Ingram recaps the principles “supersaver” Julia, a young client of his well on her way to financial freedom, is following.

13 tips for saving hundreds (nay, thousands!) of rands each month

13 tips for saving hundreds (nay, thousands!) of rands each month

The economy is toast. Personal finance expert Warren Ingram shares 13 highly effective tips for making ends meet.

Popular articles
Made in South Africa: The Mara smartphone now sells at Vodacom

Made in South Africa: The Mara smartphone now sells at Vodacom

Mara smartphones are now available from Vodacom participating outlets. Bruce Whitfield interviews Ashish Thakkar, Mara's CEO.

Why Anchor Capital is buying MTN, Sibanye and Transaction Capital

Why Anchor Capital is buying MTN, Sibanye and Transaction Capital

The Money Show’s Bruce Whitfield asks Peter Armitage (CEO at Anchor Capital) for his stock picks of the week.

Stage 6 loadshedding:  'I am surprised at the shock'

Stage 6 loadshedding: 'I am surprised at the shock'

Bruce Whitfield interviews economist Dr Thabi Leoka on Eskom's shock announcement late Monday afternoon.

[WATCH] Fikile Mbalula's funny interview has social media in stitches

[WATCH] Fikile Mbalula's funny interview has social media in stitches

Khabazela shares tweets and Facebook posts that have gone viral.

 Eskom buys fine coal that looks like baby powder when wet, says expert Ted Blom

Eskom buys fine coal that looks like baby powder when wet, says expert Ted Blom

Energy analyst Ted Blom weighs in on the energy crisis in South Africa as load shedding stage 2 is implemented.

SA's Zozibini Tunzi simply the best, crowned Miss Universe 2019

SA's Zozibini Tunzi simply the best, crowned Miss Universe 2019

The 26-year-old is the third South African to be crowned Miss Universe and has made the country proud.

How to make your first R1 million (after that it just becomes so much easier)

How to make your first R1 million (after that it just becomes so much easier)

Rich. Wealthy. Financially free... Call it what you will; the first million is how you get there. Warren Ingram on his book...

Did you know? SA exports electricity to seven countries in Southern Africa

Did you know? SA exports electricity to seven countries in Southern Africa

Senior Researcher at Africa Check Kate Wilkinson shares their latest from their fact-finding missions.