Old Mutual funeral claim dispute: Dead body drop-off sparks debate [video]

Old Mutual insurance has come under heavy fire for its ‘insensitive’ handling of a death benefit pay-out, which took a grim turn when mourners delivered the dead body of a family member to its KwaZulu-Natal offices.

According to the viral video circulating on social media and Old Mutual’s own responses to the matter, a family member of the deceased, desperate to resolve the protracted impasse relating to delayed policy payment, took matters into their own hands. The video footage shows grieving family members standing beside a body bag in Old Mutual’s KZN offices.

Watch: Dead body dropped off at Old Mutual to settle claim

[EXPOSE OLD MUTUAL] Family bring their dead family member after @OldMutualSA refused to pay their policy benefit. Old Mutual’s arrogance is stinking now. What a shame! May the soul of the poor person Rest In Peace. Plz Retweet. pic.twitter.com/Gk2QFQWkoM

— White Man Confession (@ConfessionWhite) November 19, 2019

Old Mutual employees swiftly removed the body from the premises and rebuffed the family members’ attempts to engage.

Old Mutual attracted further ire by its response to the incident on social media. The insurance company issued a statement, saying:

“We take note of this incident and would like to assure our customers that claims are assessed on an individual basis and the incident at this branch whilst isolated is regrettable.

While we make every attempt to settle claims as speedily as possible, this specific claim had to undergo further assessments. Old Mutual strives to pay claims speedily – 99% of funeral claims are paid within 8 hours once all requirements are met.”

Old Mutual under fire for ‘insensitivity’

Good evening, this has been most unsettling and we are sympathetic towards the family during this difficult time. We can confirm that the claim was paid. Due to the sensitive nature of this matter, we will continue engaging directly with the family.

— Old Mutual SA (@OldMutualSA) November 19, 2019

Social media users took exception to the response given by Old Mutual, particularly related to the note on ‘further assessments’.

Old Mutual further confirmed that the funeral pay-out was finalised shortly after the corpse of the policy holder was brought to the business’ premises. This admission only added fuel to the already-roaring social media fire, with members of the public questioning the institution’s version of events.

Old Mutual added:

“This has been most unsettling and we are sympathetic towards the family during this difficult time. We can confirm that the claim was paid. Due to the sensitive nature of this matter, we will continue engaging directly with the family.”