22 Years of Premiums, Yet a Shocking Claims Experience

I have been an Old Mutual policyholder since 2004 – more than 22 years – and have never submitted a claim before. I have paid hundreds of thousands of rands in premiums over this period, believing that I had protection in place for myself and my family should a serious medical event occur.

Unfortunately, my experience with Old Mutual during my recent claim has been extremely disappointing and, quite frankly, shocking.

Following a serious and unexpected medical event, I submitted a Severe Illness claim together with the relevant medical documentation. What followed was an incredibly frustrating process of repeatedly having to contact Old Mutual simply to obtain updates on my claim.

I have contacted Old Mutual no fewer than ten times telephonically – in fact, I have kept a record of approximately fourteen follow-ups. I have recorded the dates of my calls and the names of the individuals I spoke to.

At one stage I was informed that documentation I had submitted had apparently not been uploaded to my claim, resulting in further delays. I subsequently had to resubmit documentation and deal with repeated requests for information, including requests for my treating specialist to complete further forms, despite medical information already having been provided.

This has not only caused me considerable frustration and anxiety, but has also placed an unnecessary burden on my treating specialist, who has already taken the time to provide the medical information requested by Old Mutual.

I fully understand that Old Mutual has to assess my claim according to the terms and conditions of my policy. My complaint is not that a claim must automatically be paid because I have been a customer for 22 years.

My complaint is about how I have been treated and how this claim has been handled.

After more than two decades of paying premiums without ever claiming, I expected a professional, transparent and efficient claims process. Instead, I have had to repeatedly chase for information, establish where my documentation was, and try to get someone to take ownership of the matter.

The experience of obtaining my original policy wording (2004) in May 2026 was also extremely difficult, and the subsequent claims process has only added to my disappointment.

What concerns me most is that I took this policy out because I believed it was providing financial protection for my family. After 22 years of paying premiums, going through this experience has left me questioning what my family would actually face if something happened to me.

I am currently formally querying the claim decision with Old Mutual and have requested a detailed explanation of the policy provisions and medical reasoning re**** upon.

I am posting this because I believe customers who have faithfully maintained policies for decades deserve to be treated with respect, transparency, proper communication and accountability, particularly when they are going through a serious medical event.

I sincerely hope Old Mutual will take ownership of this matter, review the way my claim was handled, and provide the level of customer service that I believe a long-standing policyholder should reasonably expect.