Old Mutual Insure
Verified Business
Rated in:
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Old Mutual Insure receives strong praise for frontline consultants who deliver patient, knowledgeable, and personalised service, particularly named agents like Lisa Joubert, Angel Zwane, Karabo Manaka, Nkosinathi Msimanga, and Tshekgene Moshokoa. However, claims handling experiences are sharply divided, with several customers describing prolonged delays, rejections citing wear and tear or lack of maintenance, and difficulty escalating disputes to resolution.
Replied to 81% of negative reviews
Reply time on negative reviews: 10h 32m
TrustIndex
9.2
Ranking
#17
in Home Insurance
Reply Time
7h 57m
NPS Score
49
Recommended: Likely
Replied to 81% of negative reviews
Reply time on negative reviews: 10h 32m
Jun '25 - May '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 Jan 2020
I'm still very happy with their service and Thato Kgantshi was very helpful in reinstating my car insurance,he explained everything clearly, I was very happy and satisfied with his sevrice
1 reviews | Active since Jan 2020
Tshekgene William MOSHOKOA is an exceptional asset to his team and consistently sets a benchmark for excellence. He has proven to be a highly dependable and can always be counted on to complete requests in a timely and accurate manner. His professional demeanor and consistent high-quality work serve as a model for others to follow.
1 reviews | Active since Jan 2020
Tshekgene William MOSHOKOA is an exceptional asset to his team and consistently sets a benchmark for excellence. He has proven to be a highly dependable and can always be counted on to complete requests in a timely and accurate manner. His professional demeanor and consistent high-quality work serve as a model for others to follow.
1 reviews | Active since Jan 2020
Be very careful when dealing with Old Mutual nonmotor insurance. They assessor takes shortcuts and send a report based on his opinion without thoroughly looking at the facts and the customer is left out of pocket. The assessor did not climb the roof at my place but declined a claim for my cupboards stating it was gradual degradation. But I have invoices from suppliers who state it was because of the heavy rain and wind that shifted the tiles and tore the membrane. They are excellent in collecting premiums but pathetic in customer service.
1 reviews | Active since Jan 2020
Be very careful when dealing with Old Mutual nonmotor insurance. They assessor takes shortcuts and send a report based on his opinion without thoroughly looking at the facts and the customer is left out of pocket. The assessor did not climb the roof at my place but declined a claim for my cupboards stating it was gradual degradation. But I have invoices from suppliers who state it was because of the heavy rain and wind that shifted the tiles and tore the membrane. They are excellent in collecting premiums but pathetic in customer service.
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 Short Term Insurance, compared to the Short Term Insurance industry average of 3. Their strongest theme is Agent Service (4.6); their weakest is Repair Quality (2.4). The top AI-rated Short Term Insurance business on Hellopeter is Bloom (4.2). How is the AI Score calculated? →
Old Mutual Insure has a TrustIndex of 9.2 out of 10 on Hellopeter, based on 4,024 reviews in the last 12 months. They reply to 81% of negative reviews, typically within 10 hours 32 min. Hellopeter has tracked Old Mutual Insure across 10,976 total reviews. How is the TrustIndex calculated? →