Old Mutual SA Omdömen 

I contacted Old Mutual only to request a quote for a policy. During that process they asked for my banking details and told me that I would still need to sign a form at the bank before anything could proceed.

I never signed the form, because I decided that I no longer wanted the policy.

I also sent emails to Old Mutual clearly requesting that the policy be cancelled, but I never received any response to my emails.

To my shock, yesterday Old Mutual deducted R492 from my bank account anyway.

When I contacted my bank, they informed me that Old Mutual had blocked the debit order from being stopped. The debit order also does not appear on my FNB banking app, which means I cannot cancel it myself through the app.

Now the bank is telling me I must pay a fee just to try and stop the debit order, even though I never authorized the policy in the first place.

This is extremely frustrating and unacceptable. I never signed any documents, I requested cancellation, and I received no response, yet money was still deducted from my account.

Old Mutual needs to cancel this policy immediately, refund the R492, and remove any debit orders linked to my account.

I made a two pot withdrawal on the 1st of March. Sars sent the directive on the 2nd of March. Whenever I check on the website, it shows payment pending since 2nd March. I've been calling their customer service since 3 March, today is the 6th of March and I was still not able to speak to someone due to being on hold for longer than 30 minutes every time. There is no channel to do follow ups. Old mutual is always the exception when it comes to payment of claims while other institutions are so efficient. It's very concerning to know that my fund is with an institution that everyone complains about. 3 years later and old mutual still has not streamlined this process

The company is bull they've taken money twice of my account on an incorrect direct debit date. I made a complaint on their website I never got any response from them

Using Old mutual money account as your Salary account is like attempting suicide how can your bank allow a third-party to debit money from your account without your concern as a account holder. There are debit checks I've never approved on my account and they're all active I'm so disappointed into this bank it a kak

Old Mutual Travel insurance.
Just hope you never ever need to use Old Mutual Travel insurance when overseas. They call it a 24/7 service, unfortunately South African doesn't know that 24/7 means be available after 17h00 SA time. If you lucky to get hold of the insurance, then after 17h00 SA time nobody is available. To supply a SA 011 phone number to be contacted is the first problem. The second contact is per email. We sit in the USA where 17h00 SA time is 11h00 USA time. Even when we send an email for assistance before 17h00 SA time, we only got a reply the next day. Remember we're in a medical emergency situation. The third day after we started communicating, we got a watsapp to communicate on, but it also only works till 17h00 SA time on a 24/7 service!
Then on the third day we got a contact number to contact a service provider in Florida. They eventually supplied us with a medical facility near us, but only to see a medical practitioner. So the practitioner was paid, but not the dispensary. The dispensary is a seperate supplier and not covered by the card supplied. So we had to pay out of pocket for it. Now back in SA we start to claim for dispensary on 24 Dec 2025. Today 19 Feb 2026, after a follow-up call once a week, still no response from the insurance.
Just think twice before buying Old Mutual Travel insurance!

I've asked for my money from cancelled policy, however ive got stories 3 call

One of the worst

I invested in a tax-free investment with Old Mutual and requested a withdrawal of my funds on 19 January 2025. I was informed that the process would take 3–5 working days. However, after the specified timeframe passed, I received nothing.

I followed up via email and was assured that the refund would be processed, yet I still have not received my money. The lack of timely payment and clear communication has been extremely disappointing and frustrating.

As a client, I expected better service, transparency, and adherence to the timelines provided. I hope this matter is resolved urgently.

Very horrible service.They call me atleast 10 times a day for the samething,I had to block all their numbers.I spoke dozens of their people including managers and no one could help .I have call recordings to prove it.Some of their agents hang up on you.In December 2025 they did not take payments and I had to call them to remind them ,they promised it would not hit my score but it did I called to get this fixed they still hung up on me.I've settled my loan and would not recommend anybody to do business with these people.

I am writing to formally express my dissatisfaction with the extremely poor service and lack of communication I have experienced regarding my request.

I have sent multiple emails to Ms Shanaaz Scholtz, who was identified as the Senior Administrator for customer complaints. I was assured that my query would be addressed within four days. Regrettably, this timeframe has long since passed, and I have received no feedback or meaningful update whatsoever.

In addition to the lack of email correspondence, I have also been unable to reach anyone via your telephone lines. This is particularly disappointing given that I have clearly communicated the urgency of my matter on several occasions.

The absence of communication and failure to meet the promised response timeframe is unacceptable and falls well below reasonable service standards. I expect an immediate update on the status of my request and a clear indication of when this matter will be resolved.

Should I not receive a response promptly, I will have no option but to escalate this matter further.

I look forward to your urgent attention to this issue.

This is not a service provider, it's a call centre torture chamber of doom. Just wanted a disinvestment button. Like why do I need to be a show pony to access my money?

Old Mutual agent lady that was assigned to help me on the phone lack communication skills and had a nasty attitude I didn’t even get the help I wanted regarding my provident fund because she was busy being sarcastic instead of just getting straight to the point of why my provident fund was not equivalent to the money I claimed

Its has been over 10 years despite me making changes to my old contract this has not been corrected. Furthermore when you call the client services they do a fault finding to find you as the person making the errors. I have personally went to their office in Pinelands in 2017 and again in 2019 to make the same changes which was never corrected and again in 2024. I had a person who called me and spent all my time and still was not able to respond and she put the phone down. I called today and they subsequently could not find my contract and when using their WhatsApp services it shows no contract available, yet I have 2 contracts. Old Mutual client services is appalling and they do not make any effort to correct their mistakes or take ownership. Its has been over 15 years trying to correct my details.

My husband passed away on 3 January. Submitted 6 claims to different companies. All the monies from all other funeral companies paid out in 72hrs still not heard a word from old mutual. Will be canceling policy as soon as monies paid out. Never had more pathetic service. When I read the reviews, I realize I am not alone.
Sis on your Old Mutual

My bank account has been blocked for 2weeks still no feedback an im so frustrated please let the fraud department phone me asap

Old Mutual, you can not be serious about the 'added security' feature on your registration process. I am not able to register without Old mutual needing to violate my privacy and security via my camera first? ARE YOU KIDDING? You need a photo before I can register? Keep your registration. I don not need your products.

For a request that ought to be an easy and straightforward procedure I have received no response no resolution and no respect after numerous emails and months of silence
Their disregard for fundamental communication and consumer care is terribly disheartening
This is a total breakdown of trust not just subpar service
If you value transparency, accountability and quick help stick to Luk-nor I can promise you that service I received today was top notch!

Zero response to all of their own channels to get a RA quote/ any information on RA's.
I think the worst municipalities in SA are better at service delivery than Old Mutual - they sit on client funds as if they own them and extract fees for zero service.

I see the new CEO has been offered a R300m bonus if he can get the share price to R20/ share.
I am sure that this is possible if you are a one way funnel to extract value from policyholders.

No shame.

took out travel insurance, but when i finally got hold of them (only poissible with normal telephone line, no whatsapp or anything, and all i had was date, ) after an accident in nambia, and asked to call me back on whatsapp, nothing happened, i was just ignored. these sort of companies shouldn't be allowed to operate and rip you off

EXTREMELY DISSATISFIED WITH THE ASSESSOR AND HOW OUR CLAIM WAS HANDLED

We decided to file a complaint through our broker, this is what we've experienced:
I am writing to formally express my profound dissatisfaction with the service delivery related to my insurance claim, which has now been pending for over 2 weeks without resolution. This unacceptable delay has caused significant distress, given the urgent nature of the issue at hand which is a septic tank that is exposed and leaking in the front lawn. The formal complaint is about the Assessor Ronel Oustehuizen that has been allocated to my claim. This situation poses a few questionable scenarios that took place on the 7th November 2025..the following are the concerns I have.

At 08:27 on 07/11/2025 myself and Ronel engaged in a telephonic conversation and many things were discussed and it was communicated to me that another Plumber, this time a specialist, needed to attend to our claim in person. This is after a certified plumber appointed from Old Mutual's panel was just sent out previously on 03/11/2025 and his report did not meet Ronel's standards.

At 08:45 and mid conversation she put the phone down and refused to answer my calls until 09:04 when she called me back using whatsapp. This call was concluded with her saying she will find a plumber today, she called me back at 10:13 but I missed her call at 10:16 I returned her call and was informed that the “plumber has now cleared his schedule to help me with this urgently and we will be at your gate by 13:00 on the 07/11/2025 but we will leave a bit earlier to avoid traffic in Kaaimans".

I was grateful but also then immediately suspicious as it was said this specialist cleared his schedule to assist me and was appointed to the claim all within just over an hour and that they will be at the property by 1pm. By any standards this is uncommon turnaround time for any business private or government, which leads me to believe there is a sort of personal relationship here and therefore decisions taken are not impartial and not based solely on facts.

Upon arrival the plumber (Charles) and his assistant (a.k.a Chocolate) introduced themselves to us, as chocolate his assistant was using a bucket to scoop out the waste water from next to the exposed Septic tank in question, Charles informed me in casual conversation that his son is actually the septic tank specialist and was currently working in New Zealand as the remuneration is better that side. I informed Charles that we found a hole and a crack on the side of tank closest to the garden wall that as collapsed, after bad weather we recently had which was the reason we dug up and found a leaking tank, after their initial inspection they found a small hole on the opposite this of the tank to where I had pointed out we had stumbled upon the hole, I then again repeated that we found a hole on the other side but I was either ignored or just dismissed, it was not until our gardener “Simon” was called by me and confirmed what I said was it taken as a point of concern. It’s only then when they found the hole that a video was made of and caused the above mentioned water and not due to their inspection but rather being pointed out by Simon and myself.
Charles said that he did not know what caused the hole they found or how old it is,but it was the reason for the foundations collapse and eventually caused the tank to split at the crack on the opposite side. The French drain was mentioned but we all agreed that the foundation that has collapsed was the furthest point from the French drain and uphill from it too.

Once the inspection was complete Charles mentioned that he needs to just make sure he words his report properly (that made me wonder to who’s benefit…) he then went on to oddly informed me of the processes the installer would need to take when replacing it, I found this very odd, as why would the contractor be informing me of what needs to take place whilst his the “specialist” on the panel who would need to do the installation… At this moment I felt his mind was made up that this claim will not pay and that I would need to source an alternate assistance. I was also made to feel like his attitude towards me became hostile when he ignored all my questions on his reporting to Ronel, I was asking for clarity to understand and for my personal records and he felt to ignore me as he did before thereafter only addressing Ronel until he packed up.

The entire experience was awful and very suspect, it seems like they will always try their utmost best to come to a conclusion that they WILL NOT PAY, instead of genuinely assisting their customers.