Emotional Distress & Broken Trust

I am writing on behalf of my mother, TJ Sithole a loyal Old Mutual member since 2022, to express our family’s profound disappointment, frustration, and heartbreak over the appalling treatment she has received under her *comprehensive* car and household contents policies. What was meant to be a safety net has become a source of betrayal, financial strain, and emotional turmoil.

1. The Car Accident: Cruelty in the Face of Trauma my mother was driving home from the shops when two dogs chasing each other darted into the road. In a split second, she collided with them,an incident that left her shaken, guilty, and deeply distressed. She did everything right, she reported the claim , only to be coldly informed she must pay an outrageous R10,000 excess because the accident involved an animal, not another vehicle,just for a cracked bumber . How can Old Mutual justify tripling her excess overnight for an unavoidable accident? Where is the compassion? Where is the logic in punishing her for a situation no driver could predict? This is not “comprehensive” coverage—it is exploitation.

2. *Repeated Denials* : A Pattern of Broken Promises My mother has been repeatedly failed by Old Mutual: ---Stove Top Claim Denied, Her stove’s glass top cracked *while she was simply switching it on* to cook a meal. A clear case of mechanical failure, yet her claim was rejected. Does Old Mutual expect her to starve? Or to fund repairs herself after paying premiums in good faith? ---- Borehole Betrayal: When she purchased her household cover, your representatives assured her the borehole was included. Yet when the pump failed, she was callously told it was “not covered” and that there was “no record” of this promise. We have waited months for proof, recordings, or accountability. This is dishonesty, plain and simple.

3. Emotional and Financial Impact, My mother is not a policy number—she is a human being. She trusted Old Mutual to protect her home, her vehicle, and her peace of mind. Instead, she has been met with indifference, bureaucratic cruelty, and financial punishment. The R10,000 excess demand is a devastating blow to her limited income. The stove denial forces her to cook unsafely. The borehole issue leaves her without water security. *Is this how Old Mutual treats loyal clients?*

Our Demands We demand immediate resolution to the following: 1. Waive the R10,000 excess for the car accident. This was an unavoidable incident, and your response is unjust. 2. Reassess and approve the stove top claim retroactively, as the damage was due to no fault of her own. 3. Honor the original borehole coverage agreement or provide irrefutable proof of why it was excluded, including the requested recordings. 4. A formal apology for the emotional distress and financial harm caused.

This is not just about money,it is about fairness, dignity, and the respect your customers deserve. If Old Mutual fails to resolve these issues within 10 business days, we will escalate this matter to the Ombudsman for Short-Term Insurance, media outlets, and social media platforms. We will not tolerate being silenced or dismissed.

My mother deserves better. She paid for “comprehensive” care, not heartless excuses. Do the right thing.