Old Mutual iWYZE ********* and misleading conduct

Less this one star service:

I am deeply disappointed with the ********* and misleading conduct I have experienced from Old Mutual iWYZE . Their handling of this matter has been completely unacceptable, and I will be escalating a formal complaint to the Insurance Ombudsman. I strongly advise others to exercise caution before considering any insurance products from this company, based on my experience.

On the 10th of this month, we submitted a formal request via email to cancel our insurance policy effective at the end of the month. A day or two later, we received a call from your call centre informing us that this would not be possible. Instead, we were told that we had two options: 1. Cancelling with 30 days’ notice, meaning the policy would remain active until mid-next month. 2. Calling on the final day of the month to request immediate cancellation, ensuring the policy ends at the close of the month.

We opted for the second option, as we did not require coverage beyond the end of this month.

However, when we contacted your call centre today to action the cancellation as instructed, we were informed that since today is the last day of the month — also the debit order processing day — the policy could not be cancelled immediately. Instead, we were told that prior notice should have been given if we wished to cancel today. This directly contradicts the guidance we were provided during our previous call.

We explained that we had, in fact, submitted our cancellation request via email mid-month, followed by a call with your team where we were clearly advised to cancel on the last day for immediate termination. Despite this, we were informed that the debit order had already been processed, and that we would effectively forfeit this payment even though we do not require coverage for the following month.

We expressed that this was not acceptable and requested that the debit order be reversed, given the clear miscommunication and the fact that we had followed the instructions provided by your call centre.

The agent’s response — that it was “debit order day” and that we should have made arrangements earlier — is deeply concerning, particularly given that we had followed the exact process your team instructed us to follow.

This experience raises serious concerns about your processes, communication, and overall approach to customer service. We expect a clear response explaining how this situation is being addressed, as well as confirmation that the debit order will be reversed.

We also request that this response be provided publicly, rather than via direct message, so that others who may be facing similar frustrations can see how this matter is resolved.

We look forward to your prompt and transparent response.