OM
Old Mutual
Verified Business
OM
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 is experiencing severe and systemic service failures across nearly every operational dimension. Customers describe prolonged claim delays, unauthorised debit orders, *****ulent policies opened without consent, unresponsive call centres, and lapsed policies despite consistent payments. While isolated agents earn praise for exceptional service, the overwhelming sentiment reflects deep frustration, eroded trust, and a perception that the company prioritises premium collection over claim fulfilment.
TrustIndex
4
Ranking
#17
in Loans & Credit
NPS Score
-64
Recommended: Unlikely
Jul '25 - Jun '26
Based on recent customer reviews, Old Mutual is experiencing severe and systemic service failures across nearly every operational dimension. Customers describe prolonged claim delays, unauthorised debit orders, *****ulent policies opened without consent, unresponsive call centres, and lapsed policies despite consistent payments. While isolated agents earn praise for exceptional service, the overwhelming sentiment reflects deep frustration, eroded trust, and a perception that the company prioritises premium collection over claim fulfilment.
The most common complaint about Old Mutual, based on Hellopeter's AI analysis of recent customer reviews, is Customer Service & Professional Guidance. Customers overwhelmingly describe rude, dismissive, or unreachable agents. Long call centre hold times, dropped calls, and consultants who lack product knowledge dominate feedback. Isolated agents like Melumzi Gxekwa, Shannon Wentzel, and Marco Lekute receive strong praise, but these are exceptions against widespread reports of indifference.
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
The claim process for our mother's funeral has been so tedious & time consuming. We still have not received the payout despite disclosing that the burial is two days away. So disappointing!
1 reviews | Active since Jan 2020
Recently I registered with old mutual on there equity stock market platform and I was shocked as to how bad there service is when I call the number that's on the platform no one seems to know about this platform or the product and currently I am chatting with a lady by email but this person is very slow and refuse to give me a call it's almost 3 seeks now I still cannot use this platform I think old mutual staff are *********** and there service is very poor I wish to talk to the old mutual manager he must be to level to sort these issues and if they don't I will publish this shoddy company on the internet and social local and offs****
1 reviews | Active since Jan 2020
Recently I registered with old mutual on there equity stock market platform and I was shocked as to how bad there service is when I call the number that's on the platform no one seems to know about this platform or the product and currently I am chatting with a lady by email but this person is very slow and refuse to give me a call it's almost 3 seeks now I still cannot use this platform I think old mutual staff are *********** and there service is very poor I wish to talk to the old mutual manager he must be to level to sort these issues and if they don't I will publish this shoddy company on the internet and social local and offs****
1 reviews | Active since Jan 2020
I logged a call to OLD mutual from March 2026! Till to date issue is not resolved. I have been taken pillar to post and nothing has happened. The delayed providing information to 3rd party team . I don’t know If you are disrespected aS a human ,no sense of Agency from the consultant , I sent a mail to their complaints team (not helpful department you will just log a ticket just for just!was assisted by lady who was willing to help but unfortunately not in charge o all the department. I logged a complaints team two weeks ago and senior consultant **** about trying call which no one called me . Had my phone no missed calls from Oldmutual !! I provided all my information yet yesterday when checking in On the status I am told their are seeing and error, also send inaccurate text. As per my understanding and company policy and everything we read online for OLMUTUAL QUERY SHOULD TAKE 10-30 day long passed, 1 to 5 days loooooong passed, you have no regards for you clients and you genuinely DONOT care
1 reviews | Active since Jan 2020
I logged a call to OLD mutual from March 2026! Till to date issue is not resolved. I have been taken pillar to post and nothing has happened. The delayed providing information to 3rd party team . I don’t know If you are disrespected aS a human ,no sense of Agency from the consultant , I sent a mail to their complaints team (not helpful department you will just log a ticket just for just!was assisted by lady who was willing to help but unfortunately not in charge o all the department. I logged a complaints team two weeks ago and senior consultant **** about trying call which no one called me . Had my phone no missed calls from Oldmutual !! I provided all my information yet yesterday when checking in On the status I am told their are seeing and error, also send inaccurate text. As per my understanding and company policy and everything we read online for OLMUTUAL QUERY SHOULD TAKE 10-30 day long passed, 1 to 5 days loooooong passed, you have no regards for you clients and you genuinely DONOT care
1 reviews | Active since Jan 2020
Be very carefull when investing your money with Old Mutual. I have never in my life struggled so much for assistance. I am SO mad at this company. I have been trying for months now to access my existing unit trust that they "cannot" find. Sold me a product under false pretence where i am only losing money! Would have been better to join a reputable company. Not some **** with *********** brainless staff. Worts desicion of my life! Be VERY carefull to do ANY bisiness with Old Mutual!
1 reviews | Active since Jan 2020
Be very carefull when investing your money with Old Mutual. I have never in my life struggled so much for assistance. I am SO mad at this company. I have been trying for months now to access my existing unit trust that they "cannot" find. Sold me a product under false pretence where i am only losing money! Would have been better to join a reputable company. Not some **** with *********** brainless staff. Worts desicion of my life! Be VERY carefull to do ANY bisiness with Old Mutual!
1 reviews | Active since Jan 2020
I am client of old mutual over 10 to 12 years ,And I am very unhappy with them.I lost my brother 4 months ago,I put in a claim on 3 February 2026 and I am not happy with they service. It's 4 months now and still struggling ,no pay out. I took a loan to do my brother's funeral, now I'm waiting for old Mutual to pay the claim out so that i can pay the debt and loan I took to do the funeral I'm not getting no satisfaction on them or any help.I am keep on going in circles .They keep on asking documents which I provided for them and going 4 months.Still nothing. I go on phoning claim department, all they say to me ,the assors are busy with it.
1 reviews | Active since Jan 2020
I am client of old mutual over 10 to 12 years ,And I am very unhappy with them.I lost my brother 4 months ago,I put in a claim on 3 February 2026 and I am not happy with they service. It's 4 months now and still struggling ,no pay out. I took a loan to do my brother's funeral, now I'm waiting for old Mutual to pay the claim out so that i can pay the debt and loan I took to do the funeral I'm not getting no satisfaction on them or any help.I am keep on going in circles .They keep on asking documents which I provided for them and going 4 months.Still nothing. I go on phoning claim department, all they say to me ,the assors are busy with it.
1 reviews | Active since Jan 2020
My dad passed away in December 2025. He had taken a cover in 2022 for illness . Then he changed it to life cover in 2023. So in January 2026 I submitted a claim and informed them, that my dad passed away . I'm receiving a run around, with no communication from them. I've submitted the requires documents that was requested. They were insisting for some report from a hospital from Capetown( Tyburg hospital) which my dad had never been to, leave alone he had never been out of KZN. I had to phone the hospital to get conformation that he has never been there or treated.The advisor said that I must get a report from his doctor which was done and submitted, after that they still want a report from his treating doctor which only God knows who that is. The debit order, to date still being debited from the account, yet the insures has long been deceased. I asked them to stop the debit order and Old mutual advisor, advised not to put a stop to the debit order until the payout of the life cover has been concluded. It's really frustrating because you can't speak to anyone and there is also no feed back provided no matter how many emails are sent, even to the complaints division. I will never advise any one to take any cover with them . I've sent so many emails and the only thing that they say is we received the documents and our team will contact you shortly, and no oneever does. The deceased had no chronic illness, so he hardly visited the doctor appart from the family GP. The deceased notification of death also stipulated that he died of natural causes but Old mutual insists they want a report from his treating doctor. These are some of the people that have been assigned to the query to no avail: maphane@oldmutual.com, kmnisi@fairbairnconsult.co.za, Faieza Sampson. Can someone please advise on whats the best way forward to resolving this matter as no one from Old Mutual gives a damb, but they continue to happily debit the account every month to date.
1 reviews | Active since Jan 2020
My dad passed away in December 2025. He had taken a cover in 2022 for illness . Then he changed it to life cover in 2023. So in January 2026 I submitted a claim and informed them, that my dad passed away . I'm receiving a run around, with no communication from them. I've submitted the requires documents that was requested. They were insisting for some report from a hospital from Capetown( Tyburg hospital) which my dad had never been to, leave alone he had never been out of KZN. I had to phone the hospital to get conformation that he has never been there or treated.The advisor said that I must get a report from his doctor which was done and submitted, after that they still want a report from his treating doctor which only God knows who that is. The debit order, to date still being debited from the account, yet the insures has long been deceased. I asked them to stop the debit order and Old mutual advisor, advised not to put a stop to the debit order until the payout of the life cover has been concluded. It's really frustrating because you can't speak to anyone and there is also no feed back provided no matter how many emails are sent, even to the complaints division. I will never advise any one to take any cover with them . I've sent so many emails and the only thing that they say is we received the documents and our team will contact you shortly, and no oneever does. The deceased had no chronic illness, so he hardly visited the doctor appart from the family GP. The deceased notification of death also stipulated that he died of natural causes but Old mutual insists they want a report from his treating doctor. These are some of the people that have been assigned to the query to no avail: maphane@oldmutual.com, kmnisi@fairbairnconsult.co.za, Faieza Sampson. Can someone please advise on whats the best way forward to resolving this matter as no one from Old Mutual gives a damb, but they continue to happily debit the account every month to date.
Old Mutual scores 1.2 out of 5 on Hellopeter's AI analysis of service quality in Loans & Credit, compared to the Loans & Credit industry average of 2.2. Their strongest theme is Credit Reporting (1.5); their weakest is Communication (1). The top AI-rated Loans & Credit business on Hellopeter is Gold Capital (4.8). How is the AI Score calculated? →
Old Mutual has a TrustIndex of 4 out of 10 on Hellopeter, based on 2,637 reviews in the last 12 months. Hellopeter has tracked Old Mutual across 18,460 total reviews. How is the TrustIndex calculated? →