Unhappy Customer to Most Satisfied

I've had to submit two claims with Old Mutual Insure, one in November for cell phone damage, the service was excellent and efficient, then I had to submit a motor claim in December following an accident.

I logged the claim on the 23 December 2024, had no expectation of any feedback since it was December period and Christmas week. However my dissatisfaction came in the third week of January 2025, where I had to follow-up on the claim due to lack of communication from the insurer.

A complaint was raised which was followed-up by Nokulunga Mlangeni, whom I can definitely say loves her job. She was able to quickly turn the situation around by mere contact. She ensured that the claim was assigned, updates were sent to me by the persons responsible for handling the claim most importantly the heartfelt apology that she sent to me personally, because of the commitment to her job and her ability to defuse even the worst situation. Although I had hoped for a different result, I am happy that the claim was fully processed and closed by the 22 January 2025.

I was ready to look for another insurer after this but she has ensured that I remain Old Mutual Insure's customer because of the passion she displayed in resolving my complaint efficiently and effectively.

Old Mutual must be proud to have a staff member who loves her job and demonstrates the company's values!

Thank you Nokulunga.