Formal Complaint: Unacceptable Service and Lack of Response: Old Mutual

Dear Old Mutual Customer Service, I am writing to express my extreme dissatisfaction with the unacceptable level of service I have received from Old Mutual. On 14 October 2024 at 16:15, I submitted an email requesting information and provided all supporting documents as required. Since then, despite numerous follow-ups, I have yet to receive any form of acknowledgment or response from your team. On 31 October 2024, my client inquired if I had received any feedback, and I regrettably had to inform them that there had been no response whatsoever. In an effort to resolve this matter, I sent a follow-up email on 16 January 2025, reiterating my complaint about the lack of service and reattaching the original correspondence. Unfortunately, to this day, 17 March 2025, I have still not received any reply, update, or indication that my query is being attended to. I have also attempted to contact Old Mutual telephonically; however, each time I am kept on hold for at least an hour before I can speak to an agent — which is simply unacceptable and shows a clear disregard for customer time and needs. Frankly, based on my experience, Old Mutual is the worst insurance company in South Africa when it comes to service delivery and client care. I would strongly advise anyone struggling with Old Mutual to contact me directly, and I will assist them in moving their products to an insurer that is more professional, responsive, and capable of handling their responsibilities. The non-existent service and blatant lack of communication I have experienced are unacceptable for any company — let alone one entrusted with people’s financial and insurance matters. I expect a formal response to this complaint within 7 days, along with a resolution to the original request submitted on 14 October 2024. Should I not receive feedback, I will have no choice but to escalate this matter to the Ombudsman for Long-Term Insurance and share my experience publicly to warn other potential clients. I trust that you will treat this complaint with the urgency and seriousness it deserves. Kind regards, Jaco Smith *** – *** policy ***, policy ***, Shares account number *** from: Jaco Smith <***> to: ***

bcc: Gabriel Swanepoel <***>

date: Oct 14, 2024, 6:15 PM subject: Policy information mailed-by: gmail.com