Formal Complaint Against Old Mutual Insure

I am lodging this complaint directly against Old Mutual Insure due to ongoing delays, lack of communication, and unacceptable handling of multiple claims arising from the same storm incident. Despite repeated follow-ups and the submission of detailed technical information, there is still no clarity or resolution. with little to NO assitance from the case manager and her manager as well.

Unacceptable Delays and Lack of Communication

We initially waited 17 days for feedback on our household contents insurance claims. Since then, a further 9 days have passed, bringing the total to 26 days, and we are still waiting for proper feedback. At this point, we do not know what is happening with our claims or when resolution can be expected.

Multiple Claims – All Poorly Handled

1. Vehicle Claim – 2024 Suzuki Swift (Still Under Manufacturer Warranty)

• The vehicle is a 2024 Suzuki Swift, still under manufacturer warranty. • The original repair quotation of R78,655.84 was for a complete repair to factory and manufacturer standards, restoring the vehicle to its pre-loss condition. • Old Mutual Insure initially reduced this to R39,698.51. • This was then reduced again, with the final authorised repair amount being only R21,275.00, with an additional R5,000 excess payable by myself. • This means Old Mutual Insure is only willing to cover approximately 27% of the actual repair cost (R21,275.00 out of R78,655.84). • Covering only 27% of a proper repair on a nearly new vehicle makes it impossible to repair the vehicle correctly, places the manufacturer warranty at risk, and is completely unacceptable.

2. Leather Recliner – Incorrectly Rejected as “Wear and Tear”

• The leather recliner was damaged during the same storm due to rain and moisture exposure. • Old Mutual Insure rejected this claim on the basis of “wear and tear.” • This is incorrect. The recliner was well maintained, the leather is still in good condition, and it was not damaged through normal use. • Detailed technical reasoning was submitted, explaining how storm-related moisture ingress can cause internal rust, corrosion of metal components, deterioration of mechanisms, and long-term internal damage, even when external leather remains intact. • Despite submitting this technical explanation and disputing the wear-and-tear finding, we are still waiting for proper feedback or justification. • Due to the delays, the recliner is currently standing in our lounge, rotting internally, emitting a strong smell, and becoming unhygienic, which is unacceptable.

3. TV Cabinet – Accepted Claim but No Payout

• The claim for the TV cabinet was accepted, yet no payout has been made. • We are still waiting for payment, with no timeline or explanation provided.

Overall Experience

We are sitting with damaged and deteriorating furniture inside our home, an unpaid accepted claim, and a nearly new vehicle that Old Mutual Insure is only willing to repair at 27% of the actual cost, all while receiving little to no meaningful communication.

This demonstrates a serious lack of urgency, transparency, and professionalism.

What We Expect

• Immediate written feedback on all outstanding claims • Proper resolution of the vehicle claim in line with manufacturer repair standards • Final written feedback on the leather recliner claim that addresses the technical evidence submitted • Immediate payout of the approved TV cabinet claim

If these matters are not resolved without further delay, this complaint will be formally escalated to the Short-Term Insurance Ombudsman, as we no longer have confidence in Old Mutual Insure’s handling of our claims.