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MR
Monica R

1 reviews | Active since Mar 2024

02 Mar 2026, 09:17

Old Mutual Insure Ltd – Poor oversight of appointed repairer

My vehicle has been off the road since early January due to prolonged delays by Old Mutual’s appointed repairer. Despite repeated follow-ups, there was inadequate oversight, poor communication, and no effective escalation when parts ordering and timelines failed.

I am left without a vehicle for an extended period while responsibility was deflected between parties. Only after escalating the matter to the Ombudsman was any accountability triggered.

This experience has highlighted serious gaps in claims management and customer protection.

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Replies (3)
iWYZE
iWYZE's reply02 Mar 2026, 09:18
Official
Good Day Monica R,

We’re very sorry to hear about your experience. Your feedback has been noted and is being reviewed to ensure it’s addressed appropriately.

Regards,
The iWYZE Team
MR
Monica R's update03 Mar 2026, 15:22
Reviewer Update
Noted, looking forward to your feedback from the ombudsman, I hope it’ll be proactive more than the feedback I’ve gotten so far from Proline with their excuses.
MR
Monica R's update14 Mar 2026, 23:59
Reviewer Update
Dear IWYZE / Old Mutual Team,

I wish to remind you that regardless of any ongoing processes, Old Mutual and Proline Autobody remain contractually responsible for completing the repair without further delay. Proline has repeatedly instructed me to escalate complaints to third-party suppliers, despite me not being their customer. If Proline cannot complete the repair promptly, the vehicle should be transferred immediately to a suitable repair facility. The ongoing delay continues to cause financial loss, inconvenience, and disruption.

Please provide a clear update on the repair status and expected completion date immediately.