Old Mutual Policy Lapse Caused by Administrative Failure – Ongoing Delays & No Resolution

I am extremely disappointed with Old Mutual’s handling of my policy and the ongoing lack of resolution despite repeated follow‑ups. I have held this policy since 2013, and this is the first time I have experienced such poor service and lack of accountability from Old Mutual. In February 2026, I submitted updated banking details after being unable to make the change on the Old Mutual app. All required documentation was provided timeously, and my request was logged under internal reference numbers. Despite this, Old Mutual failed to process the update, which resulted in my policy lapsing — through no fault of my own. Old Mutual later acknowledged in writing that the banking details were not updated because the request was sent to the incorrect department. I was advised that the policy could be reinstated once outstanding premiums were settled. I agreed to pay all arrears, confirmed a 25 March 2026 debit date, and resubmitted my banking details as requested. To date:

No debit order reflects on my bank account No DebiCheck mandate has been sent No written confirmation has been provided that my policy is reinstated or active Repeated follow‑ups are met with generic responses stating that the matter is “with the processing team”

This issue has now been ongoing for weeks, with missed internal timelines and no clear communication. The level of service has caused unnecessary stress and uncer*****y, particularly given that this policy provides critical financial protection for my family. What makes this especially frustrating is that I acted in good faith, well in advance, and comp**** fully with every request — yet, as a loyal customer of over a decade, I am still left without confirmation that my cover is in place. I expected far better urgency and accountability from a company of Old Mutual’s stature. I am still awaiting:

Confirmation that my banking details are correctly captured Confirmation that my policy is fully reinstated and active A clear date for debit order and DebiCheck processing

I hope Old Mutual will finally prioritise this matter and provide a proper resolution.