Old Mutual Insure
Verified Business
|4.8|3,690 Reviews (last 12 months)|Responds in 6h 45m
Old Mutual Insure
Verified Business
|4.8
3,690 Reviews (last 12 months)
Responds in 6h 45m
Scores reflect the Overall AI Score for each category
Old Mutual Insure
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Old Mutual Insure shows strong agent-driven service experiences, with consultants like Lisa Joubert, Angel Zwane, Karabo Manaka, Nkosinathi Msimanga, and Tshekgene Moshokoa frequently praised. However, claims handling remains a serious pain point, with customers reporting lengthy delays, rejections, and poor communication during their most vulnerable moments. Pricing transparency and repair quality also draw negative feedback when issues arise.
Replied to 100% of negative reviews
Reply time on negative reviews: 9h 33m
TrustIndex
10
Perfect Score
Ranking
#3
in Home Insurance
Reply Time
6h 45m
NPS Score
52
Recommended: Very Likely
Replied to 100% of negative reviews
Reply time on negative reviews: 9h 33m
Aug '25 - Jul '26
Based on recent customer reviews, Old Mutual Insure shows strong agent-driven service experiences, with consultants like Lisa Joubert, Angel Zwane, Karabo Manaka, Nkosinathi Msimanga, and Tshekgene Moshokoa frequently praised. However, claims handling remains a serious pain point, with customers reporting lengthy delays, rejections, and poor communication during their most vulnerable moments. Pricing transparency and repair quality also draw negative feedback when issues arise.
Old Mutual Insure's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Customers consistently name specific consultants like Lisa Joubert, Angel Zwane, Karabo Manaka, and Nkosinathi Msimanga as patient, professional, and going above and beyond. Agent Quality (4.5) is the standout strength, with reviewers describing genuine warmth, product knowledge, and dedication that turns routine interactions into memorable service experiences.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since May 2026
Lisa I had a great experience with Lisa from Old Mutual. She was kind, professional, and really went out of her way to help me understand my claim. Thank you Lisa!
The most common complaint about Old Mutual Insure, based on Hellopeter's AI analysis of recent customer reviews, is Pricing, Premiums & Transparency. Pricing (3.2) draws mixed feedback. Retention agents are praised for securing discounts and matching competitor premiums, but customers report unauthorised debits, debits continuing after cancellation, hidden excess increases discovered at claim time, and ITC listings for premiums that were never owed.
Old Mutual Insure scores 3.4 out of 5 on Hellopeter's AI analysis of service quality in Car Insurance, compared to the Car Insurance industry average of 3. Their strongest theme is Agent Service (4.6); their weakest is Repair Quality (2.4). The top AI-rated Car Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
Old Mutual Insure has a TrustIndex of 10 out of 10 on Hellopeter, based on 3,690 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 9 hours 33 min. Hellopeter has tracked Old Mutual Insure across 10,902 total reviews. How is the TrustIndex calculated? →