Old Mutual

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.

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. They reply to 99% of negative reviews, typically within 1 hour 45 min. Hellopeter has tracked Old Mutual across 18,460 total reviews. How is the TrustIndex calculated? →