Negligence, Delays & Unfair Claim Repudiation

We app**** for short‑term insurance with Old Mutual in November 2025. My husband is a financial advisor and also serves as an Old Mutual broker , so we expected a basic level of professionalism and efficiency.

Unfortunately, our application was never actioned. We only discovered this in January, two months later. My husband then resent every document, email, and proof requested so that the policy could finally be activated.

In early February, we had to submit a claim — and from the very beginning, Old Mutual treated us like *****sters. Instead of acknowledging their own administrative failure, they immediately looked for reasons to repudiate the claim.

Old Mutual sent three different assessors to our home:

The first assessor confirmed an internal gas leak.

The second assessor confirmed the same.

The third assessor, however, suddenly claimed “over‑gassing” — something that makes no sense, especially since nobody services internal pipes inside a freezer.

Despite two consistent assessments, Old Mutual chose the one report that allowed them to repudiate the claim.

This is unacceptable, especially considering:

The policy was delayed due to Old Mutual’s own negligence.

We were treated with suspicion from day one.

My husband is expected to bring business to Old Mutual — yet this is the service we receive?

Three assessors were sent, and only the one with the most questionable conclusion was used to reject the claim.

We will be escalating this matter to the Ombudsman for Short-Term Insurance, as the handling of this claim was unfair, inconsistent, and deeply unprofessional.

I will also ensure that the public is made aware of the poor service we received from Old Mutual Short-Term Insurance. No client — broker or not — should be treated this way.