Old Mutual SA

"A fraudulent company, they opened an investment plan on my behalf harassed me daily on calls next thing money is being taken off my account I cannot stop the debit order because they are locked and can override to debit my bank what a shit show. Best part is that I don’t even know what I’m invested for no paper work nor email nothing just money monthly oh and they don’t respond to email."

"Old Mutual is always opening fraudulent life policies for me, and opens multiple policies at a time it is frustrating. They are currently deducting 3 policies from persal that I did not authorise. They are failing to cancel these policies because they are claiming the policies are not under my name while I am the one paying for them. They opened an investigation which is not a solution (from experience) last year I opened a case for the policy that was fraudulently opened for me deducting from my persal they kept deducting my money till this year. I have not received my refund till today. Old Mutual is full of scams, no measures in place to protect their clients and no accountability whatsoever. The company should be closed down 🥹"

"Oh wow. They cannot call them self insurers. My bakkie was in a accident: right front damage. They towed it to their panel beaters. I got my car rental because I pay for it on my insurance. They got the quote for repairs from their panel beaters. They did not authorise until 2 weeks after that. There were some stuff they did not authorise like a mag wheel that was damaged and the bearings on that wheel or the step to get into the vehicle. On day 33 the rental company called me and say they want their car back because the insurance only pay for 29 days and I must pay the 4 days remaining (Insurance still did not authorise all the repairs.) I was furious because now I am sitting without transport and the insurance still did not authorise the essential repair on day 42."

"The new bank doesn’t have enough on its app. • No option to turn on/off tap and go. Otherwise the card is automatically enabled without the owner’s consent. •Apple pay is not functional/authorsed, therefore iPhone users are not catered for. • Sometimes I have to restart the cellular phone in order to login because it just doesn’t respond to both my set password and passkey. It’s frustrating."

"⭐ Very Disappointing Service from Old Mutual I am extremely disappointed with the service I have received from Old Mutual regarding my Tax-Free Savings Account (TFSA). I have contacted Old Mutual with questions regarding my TFSA and specifically requested information about my lifetime contributions. Despite sending emails and following up, I have still not received a clear answer to my questions. It is very frustrating when you take the time to contact a financial institution for important information about your own investment and receive little to no response. As a long-standing customer, I expected much better communication and customer service from Old Mutual. A simple, clear response should not require repeated follow-ups. Very disappointing experience. I hope Old Mutual takes customer queries more seriously and improves their communication and service."

"I initially contacted Old Mutual with a very basic request regarding my TFSA. After receiving extremely sloppy and unprofessional communication from an employee, combined with the difficulty of getting proper assistance, I decided I would rather transfer my entire TFSA portfolio (which I maxed out for the last 8 years) to another provider. Unfortunately, that decision has turned into an even bigger frustration. The transfer process was initiated almost three months ago, and despite completing the requested documentation and the receiving provider repeatedly following up, we are still struggling to get Old Mutual to process the transfer. Moving your own investment from one TFSA provider to another should not require months of chasing, repeated forms and follow-ups just to get basic action taken. The poor communication was the reason I decided to leave Old Mutual in the first place, and the experience of trying to leave has only reinforced that decision. Extremely disappointing customer service."

"Dear Old Mutual I have written you on numerous occasions regarding the policy fraud that has taken place on my account. A number of policies have been registered under my name without consent and I reported this issue and followed up but nothing has happened. Instead more money is taken every month on my account. I had hoped you will stick to your promise and refund me but you have instead deducted close to R6000 is policies without my consent. Is this how you treat your cusyomers?"

"Junaid from Old Mutual (South Africa)provided exceptional service throughout what was a long and emotionally difficult process. 100% action taken and professionalism, patience and genuine willingness to help made everything so much smoother. We are incredibly grateful for helping us finally reach the finish line. Not even the waters could stop this one! 🌊 10 stars out of 5 — absolutely well deserved! Thank you, Junaid, for going above and beyond. Highly recommend You!"

"I regret giving your company a second chance. The cancellation and refund process has been a frustrating experience, with constant back-and-forth communication and no clear resolution. Based on my experience and the feedback I have seen from others regarding similar cancellation and refund issues, I would not feel comfortable recommending your company to other clients."

"I was an Old Mutual Advisor, but they promptly stopped my contract and when I asked why, they said my business was a compliance risk as I was staying outside SA for about 6months of the year, although my other two employees in the Brokerage, was living in SA full time. No other company has cancelled their contracts with our Brokerage, so Old Mutual eventually acknowledged that they are finding which Brokerages contracts they can close, due to their new CEO instructing that they limit their support to smaller Brokerages. The real problem is that my clients, whom I have written products for at Old Mutual, is now having to deal with Old Mutual all on their own, as Old Mutual absolutely refuses to even talk to us, to support their client. Even if we just ask them to send a tax certificate to the client, which they were supposed to have sent already, they refuse to help. How sad is this, when a company that was once great at supporting people, has made a 360 degree change and is now leaving their existing clients to fend for themselves. Sad indeed!"

"I have repeatedly requested that Old Mutual move my debit order date to the 30th or 31st of the month, yet they continue to debit my account on or before the 24th. This means money is being taken before my payday, sometimes from funds that have been allocated for other essential expenses, leaving me financially vulnerable. What is most disappointing is that my policies have never gone unpaid, and despite numerous complaints, phone calls, and emails, I have received no resolution or meaningful response. I find this level of customer service unacceptable. Clients should not have to repeatedly chase a simple administrative change that directly impacts their financial wellbeing. Old Mutual, please do better and address this matter urgently."

"I actually do not even want to give Old Mutual 1-star, as the feedback from the Death Claims department is completely useless. Various e-mails sent to the Death Claims department, for 1 out of 9 to get a very vague reply and not get answers. They tell the lawyers that the claim has been successfully handled and the money has been paid out, however, upon requesting the proof of payment, they state the claim was escalated to the assessor and they shall refer same to the payment department once it has been signed off. No clear communication regarding the process of the claim, or how long it can take."

"Shocking how fast Old Mutual will sell you a policy, but when it’s time to claim after losing a loved one, suddenly nobody answers emails or helps properly. We’ve been struggling since the end of 2024 after my mother passed away. Documents get “lost”, it’s constant back and forth, and even after putting in a formal complaint we are still struggling to get proper assistance. Very disappointing experience during an already difficult time."

"Extremely disappointed in the level of service from . Since 16 April I have been trying to cash out an old annuity and have experienced repeated system failures, conflicting information, delays and multiple unnecessary trips to the Cape Gate branch. I was first told their system would not allow the process before my 55th birthday. After returning again, their system still failed for “unknown reasons”. I was then informed that because the amount was around R29k over the payout threshold, only roughly a third would be paid now while the rest would be drip-fed over many years. More than a month later, payment is still delayed with no proper explanation. This is not just frustrating. I currently have mounting medical expenses and medical procedures waiting for payment before further treatment can continue. Customers should not be pushed toward debt while waiting for access to their own money. The lack of urgency, accountability and functional systems has been deeply disappointing."

"Claim processing since March 2026. Nightmare is an understatement!! Ms Shanice Viljoen?! She should not be in the claims department because by the time you receive an eventual reply--- you would be dead already. I have dealt with insurance companies before- but OM are the biggest scammers and the incompetence of their claims- is next level!!! Consider OLD Mutual--- don't!"

"It amazes me with technology and AI that OM is so behind the times. They can not even change a debit order immediately. We will respond to your query is 9 days 🤣🤣🤣🤣🤣🤣and still did not even get it sorted. All other companies changed the debit orders immediately online. OLD FASHIONED / BACKWARDS"

"My wife’s ring was lost. It was insured with OMART for R50,000, with a valuation certificate obtained earlier in the year, and we have been paying premiums based on that amount. When it came to the claim, OMART refused to honour that value, referring to their policy wording which states they have the right to decide how to compensate a claim, whether by repair, replacement through a supplier of their choice, or cash payout. OMART then went to their preferred jeweller, who quoted just over 50% of the insured value to “replicate” the ring (including a claimed 30% discount). After weeks of disputing the matter, as I had insured the ring based on a valuation from the original jeweller, I escalated the claim to the Ombudsman. The Ombudsman ruled in my favour, recognising that the ring was a custom-designed, proprietary piece and that proper indemnification requires replacement by the original jeweller. Despite this, OMART still refused and maintained that the sum insured is only a maximum, and that replacement should be based mainly on the cost of materials rather than the craftsmanship and design of the ring. I even proposed solutions, either obtaining the exact design from the original jeweller with their approval for replication, or engaging directly with them to negotiate a reduced replacement cost. From my understanding, neither option was pursued. Instead, OMART attempted a “middle ground” settlement of around 75% of the insured value. Their position was that if I did not accept, they would withdraw the offer and escalate the matter further, even to court, knowing very well that most individuals would not realistically go that route. After almost a year of back and forth, I had no other choice but to accept their offer. I then proceeded to verify whether the last quotations I received from OMART’s preferred jeweller and from my jeweller were still valid. It turns out updated quotations were recently requested, which I believe was done by OMART. As expected with the delays, both quotes increased, and the cost to replace the ring at the original jeweller is now R65,000. Despite this, and knowing that the prices increased, OMART still was not willing to settle even the original insured amount, leaving me to cover a significant portion myself. Having been a loyal customer for almost a decade and paying premiums of around R5,000 per month, I have decided to move to an insurer that I feel will better support me in my time of need and provide a fair outcome based on the cover I have been paying for."

"They don't even deserve a damn Star. I've been waiting for my money old Mutual took from me end of December a whole R2000 and the 2nd Of January another R2000 of which it out my account in a minus it's been 4 months now running up and down and sending emails to old Mutual to think I've been a clients of theirs for 20 years now and this is the terrible service they give to their customers. It's because of us people that you have a job old Mutual I'm sorry to say but your service has been pathetic and insulatting. I don't know who is going to read this review but I want my money back asap."

"To my disappointment on being short paid on 20th March 2026 which has severly dented my finances, budgeted for the month, impacting our debtors, in turn impacting my credit score and Senior Citizens lives. A review was completed and to date no feedback whatsoever. Huge regrets investing my pension with Old Mutual. Communication is totally absent. I wonder how this business is operating if the poor review!/s (yields No feedback) and complaints are not received and attended to as serious. Utter disappointment."

"WORST ever insurance company. I wish I had an option for zero star rating."