Premiums paid every month, but policy lapsed.

Item: Old Mutual
Rating: 1
Author: Amritha M

I am extremely disappointed with the service I have received from Old Mutual. After faithfully paying my premiums for over 15 years, my policy was automatically cancelled despite all my premiums being fully paid and up to date. As a long-standing and loyal customer, I expected better communication, support, and consideration before such action was taken. This experience has left me frustrated and disappointed with the way my policy was handled. I will never recommend Old Mutual to anyone.

Helpful (0)

Replies (3)

Old Mutual's replyOfficial

08 Sept 2026, 10:02

Good day,

We acknowledge receipt of your review and sincerely apologise for the service experience you encountered. We are committed to investigating this matter thoroughly and will make direct contact with you during business hours should further information be required.

Kind regards
Old Mutual Complaints Management

Old Mutual's reply08 Sept 2026, 10:02

Official

Amritha M's updateReviewer Update

11 Sept 2026, 09:05

I am writing to express my extreme disappointment regarding the handling of my complaint.

After receiving your acknowledgement and assurance that the matter would be investigated, I have not received any feedback, updates, or communication regarding the progress or outcome of the investigation. The lack of communication is unacceptable and has further compounded my dissatisfaction with the service I have received.

As a customer who has faithfully paid premiums for over 15 years, I expected a higher standard of service and transparency, particularly when dealing with the cancellation of my policy.

Given the absence of any meaningful response, I hereby request that my complaint be formally escalated to a senior complaints manager or the relevant escalation department for urgent review.

Please provide:

A detailed update on the status of the investigation.
The reasons for the cancellation of my policy.
A clear explanation of the steps being taken to resolve this matter.
The escalation reference and contact details of the person responsible for handling the escalated complaint.
Consideration of appropriate compensation for the inconvenience, distress, and time spent pursuing this matter.

Amritha M's update11 Sept 2026, 09:05

Reviewer Update