Falsely Rejected Claim: Poor Claim Handling and No Communication

As a young black entrepreneur that is trying to make an honest living, I am extremely disappointed with the service I’ve received from Old Mutual regarding my recent insurance claim.

My business vehicle, which I hire out to customers, was ****** while in use.

I submitted my claim on 26 February 2026, in good faith, having clearly disclosed from the outset that the vehicle is used for business purposes, including transporting clients, shuttle and rental.

From the beginning, the claims process has been unacceptable. There were significant delays, a lack of communication, and my emails — including one sent on 08 April 2026 — were ignored.

I only received a final verdict on 30 April 2026, more than two months later. During this entire period, I was still financially obligated to pay for the vehicle as well as my insurance premiums, despite having no use of the car due to the theft.

This delay has directly impacted my cash flow and business operations. To make matters worse, I was previously insured elsewhere and was approached by my broker, who convinced me to move to Old Mutual on the basis that he understood my business model and could offer better cover. He had prior knowledge of my services, including that my vehicles are hired out to clients and also once using my services by referring clients to me which makes the reason for rejection even more concerning.

My claim has now been rejected on the basis that I allegedly did not disclose that the vehicle was used as a rental service. This is simply not true. I was transparent about how the vehicle is used when taking out the policy. Rejecting a claim on incorrect or misrepresented information, after prolonged delays and poor communication, is both unfair and unacceptable.

I have honoured my obligations by paying premiums and providing all required information, yet I am left unsupported when I need assistance the most.

This situation has caused financial loss, operational disruption, and significant stress. I am requesting: A full and fair reassessment of my claim, a clear explanation of how this conclusion was reached, accountability for the excessive delays and lack of communication.

I trust this matter can be resolved promptly and fairly. Failing which, I will consider escalating it through the appropriate formal channels, including social media, the Ombudsman or other relevant regulatory bodies. I expected better from a company of this stature.