Old Mutual SA Reviews 90

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.

Good day

I am extremely unhappy with the poor service provided by old Mutual!

I have been on hold for a total of 35 minutes just to ask why I am not being debited for the study policy .

Your only portal is flaky and has been done with poor quality as the buttons do not work.

Your whatsapp number is terrible and does not correspond the ID with any accounts at old Mutual.

Your 3 phone numbers for customer assistance just rings and then cuts to call back and then rings again with no answer.

This is despicable and disgusting service.

I want answers!!!

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.