Shocking Service and Unacceptable Delays from Old Mutual

I am absolutely disgusted with the service we have received from Old Mutual. My husband cancelled his policy via his Old Mutual online profile on 3 June 2025. We were told that the cancellation and refund process would take 5 to 10 working days.

Then on 17 June, my husband received an SMS stating the policy had been cancelled and that he would receive his money within 3 to 5 days. We are now sitting at 24 June and still nothing has happened.

After many follow-ups, calls, and emails, we were informed that the payment was only authorised on 20 June and now still needs to go through “pricing,” which apparently takes another 2 to 8 working days. This process makes no sense and only raises more questions. Why is the refund being delayed week after week with different excuses? Why is it so difficult to pay out a refund for a policy that was cancelled three weeks ago?

The lack of communication, accountability, and respect for clients' time and money is shocking. Every person we speak to gives a different story. This has caused unnecessary frustration for both us. It honestly feels like Old Mutual does not care about their clients at all.

If this is how Old Mutual handles basic processes like policy cancellations and refunds, I would seriously warn anyone against trusting them with their money. Absolutely unacceptable and beyond disappointing!