Old Mutual Insure: Ignored emails, failed cancellation

I wish to formally record my dissatisfaction with Old Mutual Insure, as my repeated attempts to obtain and cancel a policy were met with ignored correspondence and duplicated requests.

On 19 January 2026, I requested a copy of a house owners policy I had been paying for, though it was under my late father’s name. I previously contacted Mutual & Federal (now Old Mutual Insure) in 2015 to confirm if I could continue paying while the estate was not wound up, and I attached that email for reference. I received an automated email with case number ***7. There was no further response.

On 21 January a reminder was sent, received case number ***1, again no response.

On 22 January I again sent an email requesting urgent attention. Again, no response.

On 23 January, I phoned the Old Mutual Insure Service Centre. The consultant initially believed communication had already been sent to me. After checking, he requested my ID number to add my details to the policy so a copy could be issued. I comp****.

Due to the frustrating service, I decided to cancel the policy. On 26 January I sent a cancellation request. Received an email from Refilwe requesting executor’s letter + ID copy. I explained I do not have an executor’s letter (estate not wound up) but sent copy of my ID.

On 28 January I received another identical request from Refilwe. I rep****, pointing out I had already responded on 26 January with copy of my ID.

On 29 January, again received the same request from Refilwe.????

Realizing cancellation would not be processed, I instructed my bank to stop the debit order. Despite this, on 02 February the debit order went through. My bank explained that Old Mutual Insure changed the description on the debit order. This prevented the stop. They advised me to contact Old Mutual Insure directly to cancel at source. I have since requested my bank to reverse February’s debit.

On 27 January, I received a survey from Old Mutual Insure requesting a rating on how easy it was to do business with Old Mutual Insure. I rated them a 1 (very difficult), also detailed my grievance.

This experience demonstrates a complete disregard for customer communication and service. If such obstacles exist just to obtain basic information or cancel a policy, making a claim would be a nightmare. This is my second negative experience with Old Mutual.

Should I again make this request to Old Mutual Insure’s Service Centre, this debit order would not be cancelled.

Hopefully a Senior Manager would review this complaint on Hello Peter and assist in having the Debit Order cancelled.