Streaming issues? Report here
capetalk-classicspng
CapeTalk Classics
14:00 - 21:00
volume_up
volume_mute

Up Next: The Magic Bus on CapeTalk Classics
See full line-up
CapeTalk Classics
14:00 - 21:00
Home
arrow_forward
Business
arrow_forward
Local

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

21 November 2019 9:25 AM
Tags:
The Money Show
Bruce Whitfield
Insurance
Old Mutual
Insurance claim
Caroline Da Silva
Financial Sector Conduct Authority
FSCA
funeral policy
Consumer journalist Wendy Knowler investigates after a poor family’s desperation to get a claim paid made headlines.

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


This article first appeared on 702 : We paid before the family arrived with the body – Old Mutual


21 November 2019 9:25 AM
Tags:
The Money Show
Bruce Whitfield
Insurance
Old Mutual
Insurance claim
Caroline Da Silva
Financial Sector Conduct Authority
FSCA
funeral policy

More from ConsumerTalk with Wendy Knowler

luggage-holiday-travel-suitcase-airport-free-image-pixabay-933487-960-720webp

Jetting off soon? 10 safety tips to protect your luggage from airport thieves

5 December 2019 10:48 AM

Baggage theft is on the rise, especially at OR Tambo International Airport. Consumer journalist Wendy Knowler offers key advice.

Share this:
Read More arrow_forward

181123BlackFriday171

Only Germans take Black Friday more seriously than South Africans

28 November 2019 3:52 PM

In South Africa, Black Friday has become a spend-fest of epic proportions, says consumer journalist Wendy Knowler.

Share this:
Read More arrow_forward

mincer-minced-meat-ground-beef-bowl-783564-960-720jpg

Beef mince or ground beef? A lesson on food labelling

27 November 2019 3:57 PM

The one meat product is pure beef and the other has ingredients such as water, soya and other flavourants added into the mix.

Share this:
Read More arrow_forward

Cellphone security fraud phishing scams hacking 123rfcrime 123rf

12 security tips to keep cellphone info and bank account safe from crooks

20 November 2019 3:48 PM

There have been a number of new cases where victims had their cellphones stolen and discovered their bank accounts were emptied.

Share this:
Read More arrow_forward

Phone

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

14 November 2019 10:55 AM

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

Share this:
Read More arrow_forward

sleeping-on-couch-apartment-rented-property-pexels-photo-269141jpeg

Everything you need to know about "fair wear and tear" on rented property

7 November 2019 10:30 AM

Property attorney Marlon Shevelew provides a comprehensive explanation of what constitutes “fair wear and tear” in lease agreements.

Share this:
Read More arrow_forward

Oops mistake

If you make a mistake when transferring money (EFT) you don’t get it back easily

31 October 2019 1:13 PM

Made a mistake when paying by EFT? You're going to battle to get your money back, warns consumer journalist Wendy Knowler.

Share this:
Read More arrow_forward

Visa

Travelling overseas? It’s becoming vital to get 'visa denial insurance'

24 October 2019 1:55 PM

Consumer journalist Wendy Knowler explains how to get reimbursed if you can’t travel after a failed visa application.

Share this:
Read More arrow_forward

cards

Are 'tap and go' cards safe? Maybe, suggests this case involving Standard Bank

18 October 2019 10:23 AM

Handsfree pickpocketing is a myth, says consumer journalist Wendy Knowler. But risks remain, suggests a case she took on.

Share this:
Read More arrow_forward

car-poolingjpg

Third-party car insurance cover and why it's sometimes just not worth it

16 October 2019 3:46 PM

Consumer journo Wendy Knowler explains why it can be better to claim on your own car insurance after an accident.

Share this:
Read More arrow_forward

More from Good to Know with Wendy Knowler

181123BlackFriday171

Only Germans take Black Friday more seriously than South Africans

28 November 2019 3:52 PM

In South Africa, Black Friday has become a spend-fest of epic proportions, says consumer journalist Wendy Knowler.

Share this:
Read More arrow_forward

Phone

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

14 November 2019 10:55 AM

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

Share this:
Read More arrow_forward

Oops mistake

If you make a mistake when transferring money (EFT) you don’t get it back easily

31 October 2019 1:13 PM

Made a mistake when paying by EFT? You're going to battle to get your money back, warns consumer journalist Wendy Knowler.

Share this:
Read More arrow_forward

Visa

Travelling overseas? It’s becoming vital to get 'visa denial insurance'

24 October 2019 1:55 PM

Consumer journalist Wendy Knowler explains how to get reimbursed if you can’t travel after a failed visa application.

Share this:
Read More arrow_forward

cards

Are 'tap and go' cards safe? Maybe, suggests this case involving Standard Bank

18 October 2019 10:23 AM

Handsfree pickpocketing is a myth, says consumer journalist Wendy Knowler. But risks remain, suggests a case she took on.

Share this:
Read More arrow_forward

Audi

Used-car buyer? Save yourself a world of pain by asking this one question

10 October 2019 2:57 PM

Wendy Knowler says dealerships don’t do much to explain how you may unknowingly void your warranty and service/maintenance plans.

Share this:
Read More arrow_forward

Debit card

Paying with a debit card? Don’t expect a refund on it when returning items

7 October 2019 2:20 PM

Merchants are not allowed to process refunds on debit cards, warns consumer journalist Wendy Knowler.

Share this:
Read More arrow_forward

Contract

Banks and insurers can – if they wanted to – serve us better. Here’s how…

3 October 2019 2:03 PM

Consumer journalist Wendy Knowler spent a day with financial services ombuds from around the world. Here are their suggestions.

Share this:
Read More arrow_forward

car-crashjpg

Claimed a few times of late? Consider another insurer before they dump you

26 September 2019 11:55 AM

It’s best to jump before you are pushed. It’s "catastrophic" if that happens, warns consumer journalist Wendy Knowler.

Share this:
Read More arrow_forward

Writer's hands typing on laptop

Got a serious complaint? Here's the best way to get your email read

23 September 2019 2:58 PM

Here are the distinct characteristics of an email that no one can ignore.

Share this:
Read More arrow_forward

More from Good to Know with Wendy Knowler

Broke young man empty wallet no money finances 123rfpersonalfinance 123rf

Are banks and corporates allowed to activate early December payment?

11 December 2019 8:18 PM

Wendy Knowler looks into the practice of many banks and corporates of “unilaterally” activating an early debit for December payment.

Share this:
Read More arrow_forward

181123BlackFriday171

Only Germans take Black Friday more seriously than South Africans

28 November 2019 3:52 PM

In South Africa, Black Friday has become a spend-fest of epic proportions, says consumer journalist Wendy Knowler.

Share this:
Read More arrow_forward

Phone

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

14 November 2019 10:55 AM

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

Share this:
Read More arrow_forward

Oops mistake

If you make a mistake when transferring money (EFT) you don’t get it back easily

31 October 2019 1:13 PM

Made a mistake when paying by EFT? You're going to battle to get your money back, warns consumer journalist Wendy Knowler.

Share this:
Read More arrow_forward

Visa

Travelling overseas? It’s becoming vital to get 'visa denial insurance'

24 October 2019 1:55 PM

Consumer journalist Wendy Knowler explains how to get reimbursed if you can’t travel after a failed visa application.

Share this:
Read More arrow_forward

cards

Are 'tap and go' cards safe? Maybe, suggests this case involving Standard Bank

18 October 2019 10:23 AM

Handsfree pickpocketing is a myth, says consumer journalist Wendy Knowler. But risks remain, suggests a case she took on.

Share this:
Read More arrow_forward

Audi

Used-car buyer? Save yourself a world of pain by asking this one question

10 October 2019 2:57 PM

Wendy Knowler says dealerships don’t do much to explain how you may unknowingly void your warranty and service/maintenance plans.

Share this:
Read More arrow_forward

Debit card

Paying with a debit card? Don’t expect a refund on it when returning items

7 October 2019 2:20 PM

Merchants are not allowed to process refunds on debit cards, warns consumer journalist Wendy Knowler.

Share this:
Read More arrow_forward

Contract

Banks and insurers can – if they wanted to – serve us better. Here’s how…

3 October 2019 2:03 PM

Consumer journalist Wendy Knowler spent a day with financial services ombuds from around the world. Here are their suggestions.

Share this:
Read More arrow_forward

car-crashjpg

Claimed a few times of late? Consider another insurer before they dump you

26 September 2019 11:55 AM

It’s best to jump before you are pushed. It’s "catastrophic" if that happens, warns consumer journalist Wendy Knowler.

Share this:
Read More arrow_forward