NG
Natalie G
Active since Feb 2021
31
Reviews
0
Industries
Reviews
31 reviews1 month ago
Poor Claim Service
I lodged a claim on 6 March 2026 and was assured that an assessor would be appointed within 4 hours due to the urgency of the matter. It is now several days later, and I still have no feedback. I have been trying repeatedly to contact the call centre, but the calls cut continuously. Today I finally got through, only to be told that Old Mutual contacted my broker for feedback and contact numbers — even though I had already provided my direct number and made it clear that communication must be with me, not the broker. I was even given my broker’s number as the “contact number” for scheduling the assessor’s appointment, which makes no sense. I am the client, I pay the premiums, and I requested that communication be made with me, not the broker. This is not the first time I’ve received poor service with claims where Old Mutual insists on contacting the broker, even after I clearly instruct them to call me directly. After I personally phoned today, they still contacted the broker instead of me. The person handling my claim, Latoya Daniels, showed no urgency or obligation to follow up until I called in today. She then promised to send me all communication between herself and the broker — which I am still waiting for. The lack of accountability, communication, and urgency is unacceptable for an insurer of this size. I urgently request: Immediate appointment of an assessor using my contact details. Direct communication with me only, as instructed. A clear explanation for the repeated delays and miscommunication. Copies of all communication regarding my claim, as promised. I expect prompt resolution as this delay is causing significant inconvenience.
106 replies
13 months ago
Poor service and communication
I called on the 10 March 2025 at 09h43 and spoke to consultant regards a application I out through and she assisted and told me that it was approved and not preapproved and that I could expect delivery within 5 to 7 days I called on thrusday to find out why have I not been contacted in regards to delivery and I was told that they are still busy with checks at the credit breau and it takes 2 -3 days and that I would have feedback on friday and I called on friday to find out as I was clear that if i did not recieve any feedback I would want the order cancelled and I called so many times that day to cancel the order and they kept refering to different departments to assist with cancelling the order and no one could help and kept calling till 18h00 with no help. I called on saturday at 09h24 to speak to someone to cancel the order and she told me that she would send an email to IT to assist in cancelling as the order is still awaiting credit checks and all of sudden after that call I get and email and SMS to state that I need to send a copy of my ID, payslip and bank statement for credit checks and it stated as a reminder but it was the first time I was told about it yet it is being send as a reminder and I have been getting that SMS since stating that they are reminding me about sending the documents I have rep**** to the email but I have not recieved and feedback yet and have called today to find out how are the doing checks if they did not have those documents and they stated that it is additional check which does not makes sense because I have been calling to get feedback and no one said anything but that they waiting for checks to see if I am approved. The consultant still had the nerve to apologise and say that since she apologised that I should continue with the order. Is an apology all I can get instead of proper feedback when I call You should change your process as it the worse process because the call center was suppose to help people but we still need to go to stores to get help so what is the use of the call center Till this day I am still struggling to cancel that order because no one will assist and I am being **** too by the agents I have the recording of the conversation I have been having where I am told one thing and something else is being done.
0 replies
14 months ago
Poor claim experience
<div>My broker logged a claim for a phone on the 18th with old mutual for my business and I was told that they would contact me in 48 hours to collect the phone and 3 days goes by no contact from them I follow up with my broker today to be told that I should take my phone to Samsung and get report and quotation at my own cost because old mutual doesn't have service providers which is ridiculous because I worked at insurance companies in claims and if the insurance company doesn't not have a service provider they will reimburse you for the report as it they fault unless you decided on your own to get a report and quotation for the damages without consent. I called the insurance and spoke to ++++ who told that +++++ is handling the claim and would be contracted today by the servicer provider and they were waiting on my broker to give the go ahead on the service provider from Wednesday as the claim was only registered on that day I'm not between the broker and Old mutual who is lying to me but it gonna be a week where I have received no feedback on this claim which take 5 days maximum to finalize but is now looking like it will take a month where as I don't have a phone and did not replace yet as I was awaiting feedback from OM. After this experience I will be looking for a new insurer as a simple claim can not be handle by them imagine if it was my machinery that's I use daily and this is the service I am getting and they don't have service provider on their panels for simple claims. It apparently takes 3 people to process a claim for crack screen claim at old mutual yet with no action and no feedback and never had issuse with Discovery when it came to send out service providers and processing small claims if they didn't close their commercial department down I would have remained with them. It sad to see that my first claim with OM is turning out to be the worse experience and most pathetic service on something so small According to old mutual and the broker these people dealing with the claim is+++++</div>
124 replies
20 months ago
Poor service
They blocked my uncles account suspecting ***** on the account yet the money was from insurance when called on Monday they told us to send POP and they will sort it out as soon as possible or 24 hours. I have sent the POP and it we have not received any feedback from them till now and when called they kept putting me on hold because they could not find the email.
53 replies
24 months ago
Poor service
My grandfather moved the premises and we called Mweb to request to move the router we were waiting and they called and told us they would come in 2 days. We waited but no one came kept calling after and they kept dropping the line when we get the department and while talking to the consultant they cut the call, It has been 2 weeks and yet no one has called or answered eventually today we got through to a consultant who told us it had been put on hold because we app**** to a different service provider but all we did was request for a move of the device. when we asked the consultant why and how can this be resolved she cut the call on us. My grandfather is 86 years old and has to deal with incomplete people like this with no communication
0 replies
24 months ago
*********** Staff & Poor service
I went to Capitec Business in Camaro Crossing on the 6 April to change my OTP number as I called the call Centre 4 times and not a single consultant told me I had to go to the bank to change until I called the 5th time honestly the most unless call center you can go through that is so ***********. I was told at the bank that the change would be done on Monday 8th April, but Nothing was changed, I called the branch and they told me to give it until Tuesday 9 April and still nothing was done and when I tried calling after Tuesday the branch stopped taking my calls and the guy that was assisting cuts the call when it transferred to him. I called the call center as the Branch is no longer taking my calls and they stated it was changed on their side yet I have not received the SMS that said I would once it was changed and I still can not access my account for 3 weeks now and have payment to make and they have this I don't care attitude to it which is sad because when it is a business it should be highly prioritized and they only reason we are with them is that we are forced to have an account with them if you want to use the card machine. I have never had these issues with FNB, if I call or go to the bank the issue is dealt with immediately. I had an issue where both the Capitec & FNB card was ****** and Capitec kept transferring me to different departments which took 30 minutes whereas FNB assisted me in less than 5 minutes. This alone shows how *********** the staff at Capitec is.
159 replies
30 months ago
Dishonest
I took my vehicle to FR on Monday for vehicle assessment and I told the assessor as per the insurance instructions I should advise them where I want my vehicle to be repaired. I advised the assessor that I want my vehicle to go to Optimus Autobody because they more efficiently has past experience they would never call me even after the claim has been approved for 3 weeks. My claim get approved and once again FR has authorized the claim to themselves. This is not the first time they have done this and they done this on my other claim and didn't call me for over a week until I call the insurance and changed the MBR and they other MBR called me as soon as they received authorized and FR lies about not getting authorization because they take on more work than they can handle.
0 replies
30 months ago
Pathetic Service
I lost my sim on the 16 October and I put in the request on the 18 October for a new sim I got an email stating that dealing with. I waited a week no response called them calls kept getting dropped and kept emails stating they dealing with it. I got a sms from the CDD to drop of my sim card and arranged for today and when the guy showed up he said he was told ro collect my router but I didn't cancel and call rain and was told to go through the whole process again yet it wasn't my fault that the consultant are *********** . It's over a month and I was patient and understanding but this is ridiculous where you get things wrong and collect my router but there was no cancelation. I was suppose to get my sim card and I get a call from them about delivering someone else Bank card to me. I liked to understand how my number ended up on other clients profile.
131 replies
30 months ago
Pathetic Service
I lost my sim on the 16 October and I put in the request on the 18 October for a new sim I got an email stating that dealing with. I waited a week no response called them calls kept getting dropped and kept emails stating they dealing with it. I got a sms from the CDD to drop of my sim card and arranged for today and when the guy showed up he said he was told ro collect my router but I didn't cancel and call rain and was told to go through the whole process again yet it wasn't my fault that the consultant are *********** . It's over a month and I was patient and understanding but this is ridiculous where you get things wrong and collect my router but there was no cancelation.
262 replies
31 months ago
Poor service
I lost my sim on the 17 September and the next day I logged it to get a sim swap and was told an agent will get back to me. I waited a week no call, I called them and everything I wait for 20- 30 minutes and the call gets cut. It been 3 weeks and I have been trying and till today no one has contacted me and even the references are no longer on the app.
262 replies
Review Distribution
5 Star
1 (3.225806451612903%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
30 (96.7741935483871%)