Extremely Disappointed with Old Mutual – Ongoing Claim Issues Since 2021

My family and I have had the worst experience with Old Mutual. My parents have held several policies with the company since the early 1990s. After my father sadly passed away in 2021, we have been struggling endlessly to finalize the claims.

Despite providing all the required documents multiple times, we continue to receive poor and inconsistent responses — often being told that Old Mutual “cannot view the documents” or that the “stamps are outdated.” These delays are especially frustrating since their team took weeks or even months to respond to our emails.

To make matters worse, one of my father’s policies matured just a week after his passing, and we were informed that the payout could not be made because the policyholder is deceased — which makes absolutely no sense. Another policy, for which all account details were confirmed, still has not been paid out to this day.

After years of loyalty, this has been a deeply disappointing and painful experience for my mother and our family. My parents faithfully paid their premiums for decades, and yet my mother has found no peace or closure because these policies have brought nothing but stress and frustration.

I would never recommend Old Mutual to anyone, nor will I ever consider taking up another product with them. Their lack of empathy, accountability, and efficiency has truly let us down.