Old Mutual Insure and Auto Boys George

This is the first time I am making use of a platform like Hello Peter and it is due to pure frustration.

My first call to Old Mutual Insurance was on the 22nd of April to log a claim for a damaged windscreen. I thought everything was sorted because Old Mutual brand promise is to register the claim on the same day and schedule your appointment.

However, I found this not to be true. Five days later five different people from Old Mutual phone me and send me emails regarding the claim - correspondence was addressed with the wrong surname and I was asked to pay the excess which nobody knows what the amount was. This was a total mess. (There is a full record of correspondence.)

A lady Petula Frieslaar came to my rescue and assisted - she apologised profusely, and register the claim close to a week later. This was not her mistake, she tried to rectify someone else’s mistakes.

I do believe the Senior Executive of Old Mutual needs to take note of the client experience because I am not sure if they are aware of what is going on within their claim department.

Furthermore, Candice McKenna from Autoboys contacted me to schedule an appointment this morning between 8 & 9. After 9 I had to phone them, just to find out their team was delayed at a previous repair. Not a phone call to say we are going to be late, nothing.

This whole experience was extremely disappointing.