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vash V

1 reviews | Active since Dec 2012

07 Apr 2025, 11:58

Pathetic Unprofessional Service - Old Mutual Insire

The service that I have been receiving from Old Mutal Insure is pathetic & nerve wrecking !!!! There is no peace of mind insuring my vehicles with Old Mutual Insure. I thought that Old Mutual has a name in the industry & will provide professional service that gives their clients peace of mind BUT this isn't the case. They don't seem to value their clients. I sent numerous emails copying in the complaints department, but I didn't receive a call yet. If I had importance as a client, I would have got a call to discuss the issues I am having.

We were informed to fit a tracking device with no specific requirements provided upon the request. After the tracking device was installed, Old Mutual informed my broker that the tracking device is not accepted and that the vehicle is not covered for theft. This is unfair & I feel "*******". The tracking device company wants to charge a fee to upgrade the unit and Old Mutual Insure is not covering the cost. So the vehicle has a tracking device & we are paying a premium to cover theft yet Old Mutual sent an email to inform us that the vehicle is high risk, yet not covered for theft but charging a premium. Furthermore, I was informed that the premium will be lowered once the tracking device is installed, they refuse to reduce the premium on the basis of maximum discount but this has nothing to do with the tracking device. discount is for the policy as a whole a sthe insurer changed from Bryte to Old Mutual. Most insurers reduce the insurance premium when the vehicle has a tracking device fitted. I am paying for the full insurance premium as well as the tracking device premium.

I am disgusted & disappointed at this pathetic response from Old Mutual Insure. It seems Old Mutual has too much money & doesn't need business..

The Insurance division is tarnishing the name of Old Mutual !!!

0
Replies (3)
Old Mutual Insure
Old Mutual Insure's reply07 Apr 2025, 14:10
Official
Dear Vashnee 
 
Complaint about service 
  
We regret to hear that our service has disappointed you and understand your frustration. Thank you for taking time to share your concerns with us as this will help us to continue to improve our service to our customers. 
 
We are investigating the matter and may contact you for more details so that we can finalise it as soon as possible. 
 
We look forward to resolving this matter in a manner that you will find satisfactory. 
 
Yours sincerely 
Assessor: Complaints & Continuous Improvement  
vV
vash V's update09 Apr 2025, 16:51
Reviewer Update
This is the response received from Old Mutual Insure. There is no accountability for their mess up

Dear Vashnee Govender
Response to complaint
Thank you for your email.
We appreciate your patience as we reviewed your concerns. . We have reviewed the file, please see our response below.
The matter relates to a premium dispute. The insured has installed a tracking device and has requested that premiums be amended as the tracking device was installed.
The insurer has advised the insured to get an early warning tracking system,
Below is the insured complaint to our office,
Hi Karen

This is upsetting & I understand now why other clients who were insured with Old Mutual, gave me negative feedback! It's disappointing considering Old Mutal has a reputable name.
We are paying a premium for theft & installed the tracker, yet do not have theft cover for the NP200!!! Why are we being charged for theft cover if we do not have cover?
We insure our assets to have peace of mind but this isn't the case. This would have been a big issue if there was a theft claim.
The time has past to change the tracking device. If it's required to upgrade the tracking device, Old Mutual must cover the cost to change the unit as the specification of the tracking device was not provided before the tracking device was installed. This is not our fault as the client so this matter must be resolved between the broker and insurer.
Our findings and conclusions
According to the system, the policy inception date is 01/08/2024, the policy was arranged by agency: Macfin Consulting (Pty Ltd and the email that is on the advice record is ***.
All policy documents were shared with the broker on the above mail on 31/07/2024.
vV
vash V's update09 Apr 2025, 17:01
Reviewer Update
On the policy schedule, it is mentioned that the vehicle needs a tracking device but there was no list of the tracking device specification on the letter, email or policy schedule. Only after the tracking device was installed, did Old Mutual email the requirements for the tracking device. As a client, I am driving a vehicle which is insured but not covered for theft yet I am paying a full premium for the insurance and tracking device. Neither the broker nor Old Mutual Insure is taking responsibility for this lack of due diligence!