Compliment and Recognition – Exceptional Customer Service by Lyle Francis and His Colleague

Dear Old Mutual Management,

I would like to take a moment to formally acknowledge and compliment Lyle Francis from the Premium Line Financial Changes Department at the HO Pinelands branch for the exceptional customer service he provided.

I initially contacted Old Mutual with the intention of cancelling all my policies. I had a query that needed attention, and after speaking to another consultant on 10 November 2026, followed by Lyle Francis today, 11 November 2026, I was genuinely impressed by the level of service I received from both individuals.

Lyle was incredibly patient, professional, understanding and helpful throughout the process. He took the time to listen to my concerns and assist me with my query. His patience and willingness to help made a real difference.

I would also like to extend my sincere appreciation to the female consultant I spoke to yesterday. Unfortunately, I did not get her name, but she was equally wonderful and deserves recognition for her excellent service.

What stood out most to me is that I went from wanting to cancel all my policies with Old Mutual to choosing to remain a customer because of the positive experience I had with these two consultants.

It is not often that one encounters such genuine care, patience and dedication. Employees like Lyle and his colleague are a true asset to Old Mutual and deserve to be recognised for the positive impression they leave on customers.

Please convey my sincere gratitude to both of them. They have restored my confidence and reminded me why good customer service matters.

Thank you, Lyle, and thank you to your wonderful colleague for going the extra mile!

Kind regards,

A Grateful Old Mutual Customer