The move by the family sparked outrage among South Africans, especially on social media.
Videos of the incident which emerged on Tuesday, show two women removing the “body” from Old Mutual offices, back into a hearse, with one of them asking, “Had we not done this, when were they going to pay?”
The videos, which have since gone viral, sparked outrage on social media, with users slamming the company over its insensitivity towards the bereaved family.
Responding to the backlash, Old Mutual described the incident as “isolated but regretful.”
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
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.— Old Mutual SA (@OldMutualSA) November 19, 2019
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 SA (@OldMutualSA) November 19, 2019
Outrage on social media
I cannot for the life of me imagine what the family that went to #oldmutual is going through. For them to get to that decision. So painful to watch!! In actual fact Old Mutual should pay them more for putting them through such!— Msiana (@TaMsiana) November 20, 2019
Isdumbu siyahlonishwa kabi endlini emnyama,— Shlengiwe Magwaza (@Shle__mm) November 19, 2019
besides the fact that this was a loved one. #OldMutual must have really pushed them for them to resort to this? but I’m glad they faught back, babanyisile shem?
The #oldmutual video is disturbing. In more ways than one..— #BlackLivesMatter (@KhumaloNel) November 20, 2019
My mum has a very old policy with them. I showed her this video and now she’s worried.@OldMutualSA yall need to do better.
You can’t treat Black people like this.
I bet this would have never have happened to umlungu