Poor Services

Good Day, No one responded to my complaints as from the 27th of August 2025, is this how Old Mutual does business? Can you please escalate my complaint to Mr Jurie Strydom, Chief Executive Officer of Old Mutual Limited Johan On Wed, 10 Sept 2025 at 16:55, Johan Rowan Jacobs <***> wrote: Good Day, Regarding the reported matter, I`m still waiting for feedback as from the 27th of August 2025, Is this how Old Mutual conducts business by ignoring the customer`s concerns/queries? Thank You, Johan Jacobs - Identity Number: *** ---------- Forwarded message --------- From: Johan Rowan Jacobs <***> Date: Wed, 27 Aug 2025 at 09:02 Subject: Re: RE: HAND OFF LEVEL 1 - OMSA FACEBOOK COMPLAINT - Johan Jacobs - Ref. [OLCMAN***0] - REF: [JCPPE***6] To: PPE Complaints <***>

Good Day Malcolm, Thank You for your response, but your response to my second question is not clear, When I took out this policy I started paying R299 for a R50 000 cover, does it mean that if I keep the premium on +/R340 then the cover of R50 000 will decrease even though I paid R299(R50 000 cover) when I took out the policy??? Will wait to hear from you, Johan On Wed, 27 Aug 2025 at 08:40, PPE Complaints <***> wrote: Good day Johan

Thank you for your enquiry. Please note that the annual premium increase takes place in June each year. Should you wish to request that your API (Annual Premium Increase) not be app****, kindly send your communication to: ?? *** We recommend submitting your request by April/May 2026 to ensure timely processing. Regarding your second question, you are absolutely correct—your cover will continue to decrease over time to remain aligned with your premium, as per the structure of your policy. Should you need further clarification or assistance, please feel free to reach out Regards Malcolm Darvel | PPE ComplaintsR. [JCPPE***6] Mutualpark, Jan Smuts Drive, Pinelands, Cape Town, South Africa *** | oldmutual.co.za f. OldMutualSA t. @OldMutualSA li. old-mutual-south-africa ----- Original Message -----From: Johan Rowan Jacobs [***]To: PPE Complaints [***]Sent: Tuesday, August 26, 2025 9:48amSubject: Re: RE: HAND OFF LEVEL 1 - OMSA FACEBOOK COMPLAINT - Johan Jacobs -Ref. [OLCMAN***0] - REF: [JCPPE***6]You don't often get email from ***. Learn why this is important<https://aka.ms/LearnAboutSenderIdentification>

This email originates from an external source. Stop and think before you click!

Good Day Malcolm,

Thank You for the explanation,

I would like the premium not to increase for next year(2026), also can you please explain the following:

o If you pay the increased premium, your cover will stay the same. If you do not pay the increased premium, your cover will reduce to be brought in line with the premium you pay.

Thank You,

Johan Jacobs

On Wed, 20 Aug 2025 at 11:10, PPE Complaints <***<mailto:***>> wrote:

Good day Mr Jacobs

Thank yoou for your complaint regarding premium increase infroamtion. Please note that wit this EasiPlus Parent Funeral Plan (PAC) the rules are a little dirrefent. when you started the policy the premium was fairly low and always increase on an annual basis, but the cover remains the same. Please see contract rules below as per extract from your contract. Lastly alos find a copy of your contract attach for your perusal. Kindly use your is number as password. Rules of your plan o You have to be younger than 66 when you app**** and be a permanent resident of South Africa with a valid South African identity document. o The insured person must be younger than 85 and be a permanent resident of South Africa. o Your plan will start when we receive your first premium. o The insured persons will be covered for death due to an accident from the date of application. The cover will not be paid for any death due to causes other than an accident within the waiting period or death due to suicide within six months after the application date. o The maximum starting cover that each insured person may have under all Old Mutual Group Schemes funeral plans and funeral income benefits is R100 000. The maximum starting cover that an insured person can have on this plan is R50 000. o Your premium will automatically increase yearly. We determine by what percentage the premium must increase. o The first automatic premium increase will take place on 1 July of the year after the application date. If you do not want your premium to increase for any specific year, you have to let us know before 1 July of that year. o If you pay the increased premium, your cover will stay the same. If you do not pay the increased premium, your cover will reduce to be brought in line with the premium you pay. o Neither you nor the insured person may make a loan against this plan, take any part of it in cash or transfer (cede) it in any way.

Regards [https://www.oldmutual.com/v3/assets/blt0554f48052bb4620/bltc6cdaa6865eaa99e/601aaf***d24e6b7ff5f/OMLogo.png]

Malcolm Darvel | PPE Complaints

R. [JCPPE***6] Mutualpark, Jan Smuts Drive, Pinelands, Cape Town, South Africa ***<mailto:***> | oldmutual.co.za<https://www.oldmutual.co.za> f. OldMutualSA<https://www.facebook.com/oldmutualsa> t. @OldMutualSA<https://www.twitter.com/oldmutualsa> li. old-mutual-south-africa<https://za.linkedin.com/company/old-mutual-south-africa>

[https://www.oldmutual.com/v3/assets/blt0554f48052bb4620/blt8de0f5b606d54f19/601aaf01794a500fae1131ae/GreenStrip.png]

----- Original Message ----- From: Online Community Management [***<mailto:***>] To: ***<mailto:***> Sent: Tuesday, August 19, 2025 10:13am Subject: RE: HAND OFF LEVEL 1 - OMSA FACEBOOK COMPLAINT - Johan Jacobs - Ref. [OLCMAN***0] Attachments: Johan Jacobs.docx

Good day Team

Attached is a complaint received via social media. Please ensure the customer is contacted within 1 hour of receiving this complaint.

This matter needs to be resolved within 1 business day. If resolution is not possible within that timeframe, ensure that customer is informed of the delay and provide updates on the progress thereafter.

Kindly BCC us on your response, and we will close off the complaint on our side.