Old Mutual Client Service Review – Extremely Disappointing Experience

I am deeply disappointed with the level of service I have received from Old Mutual. In February 2024, after retiring from my job, I made the decision to cancel several funeral policies I held with the company, as I could no longer afford to keep them. I initiated the cancellation process telephonically, thinking it would be quick and efficient. Unfortunately, what followed has been nothing short of a nightmare.

It is now April 2025, more than a year and three months later, and I am still struggling to get these policies cancelled. Despite numerous phone calls and countless visits to various Old Mutual branches, the issue remains unresolved. Each time, I am either told to wait, redirected to another department, or promised that someone will follow up — yet nothing ever happens.

I find it completely unacceptable for a company of Old Mutual’s size and reputation to treat a long-standing client in this manner. The lack of urgency, poor communication, and general disregard for my time and situation is appalling. Being a pensioner now, this continuous back-and-forth has placed an unnecessary emotional and financial strain on me.

Old Mutual should seriously reconsider how they handle customer queries, especially those related to cancellations and the financial circumstances of retired clients. I expected professionalism and efficiency — instead, I’ve been met with endless frustration.

I do not recommend Old Mutual to anyone looking for reliable service or respectful client care. My experience has been nothing but disappointing.