Extremely Disappointed With Old Mutual Insure – Home Contents Claim

I am writing this review out of deep frustration after my experience with Old Mutual Insure regarding my home contents insurance claim. What was already a stressful situation became even worse because of the way my claim has been handled over the past two months.

From the moment I submitted my claim, the entire process felt slow, disorganized, and emotionally draining. I've waited two full months for a settlement, and throughout that time, I am struggling to get proper updates or clear explanations about what is happening. Every step feels like I am being pushed from one department to another, with very little effort made to keep me informed.

I am especially unhappy with how the assessment is handled. My interaction with the assessor, Kenewang Mokoena, left me feeling unheard and unsupported. The communication is inconsistent and rude and I constantly feel like I have to chase information instead of receiving proactive updates. It adds unnecessary frustration to an already difficult situation.

The claims department’s customer service has not made things any easier. I have to make repeated follow-ups, and each time I receive vague responses or contradictory information. Instead of providing reassurance or clarity, the process makes me feel ignored and undervalued as a customer.

After waiting two months, I finally received a settlement on the 25/11/2025— and I was extremely unhappy with the outcome as not even a quarter of my belongings are on the settlement. It feels delayed, unfair, and completely out of line with the expectations set when I first took out the policy. After paying yearly premiums faithfully for peace of mind, I am left feeling disappointed and emotionally exhausted.

I honestly expected better from a company of this size and reputation.

I truly hope Old Mutual Insure reviews how they handle claims, communicates with customers, and manages expectations. No one should have to go through this level of stress after experiencing a loss in their home.