Old Mutual Failed to Alert Customer of Policy Lapse - Poor Communication and Wrong Bank Deductions

I am writing this review on behalf of Ms. Mrwebi regarding a serious issue with her Old Mutual insurance policy.

Policy Details: Policy Holder: Ms. Mrwebi Policy Number: 69667P*** Contact Number: ***

The Problem: Ms. Mrwebi recently discovered that her insurance policy has been lapsed for an extended period, despite believing her premiums were being deducted regularly. Upon investigation, we found several concerning issues:

Wrong Bank Account Deductions: Old Mutual continued attempting to deduct premiums from an old Mutual Bank account instead of the updated Nedbank account details that were properly submitted to them.

No Communication: Ms. Mrwebi was never contacted, called, or alerted when payments started failing. No SMS notifications, phone calls, or letters were sent to inform her of the missed payments.

Policy Lapse Without Notice: The policy was allowed to lapse without any proper notification to the client, leaving her without coverage while believing she was still insured.

Impact: This lack of communication has left Ms. Mrwebi vulnerable without insurance coverage for months, potentially exposing her to significant financial risk. She has been paying for a service she thought was active but wasn't receiving.

What We Expected: Proper updating of banking details when submitted Immediate notification when payment failures occur Multiple attempts to contact the client before allowing policy lapse Professional customer service standards

This experience reflects poorly on Old Mutual's customer care and administrative processes. We expect better communication and service from such an established financial institution.

Contact for Resolution: Ms. Mrwebi can be reached at *** for any follow-up regarding this matter.

We hope Old Mutual will address this issue promptly and improve their customer notification systems to prevent similar situations in the future.