Subject: Deep Dissatisfaction with Old Mutual’s Claims Process and Customer Service

I am extremely disappointed and frustrated with the appalling service received from Old Mutual. I have since cancelled both my life insurance and car insurance policies with the company due to their unprofessional conduct and lack of support.

My mother, who is insured with iWYZE from Old Mutual, was recently involved in a car accident. Instead of receiving the necessary support during this difficult time, she was met with endless obstacles. Her claim (Claim No: ***), handled by Trenton Schubart, has been nothing short of a nightmare. The vehicle is currently at Progress Panel Beaters, and despite all requested documentation being submitted—including an accident report—additional, intrusive demands were made, such as providing personal bank statements to verify alcohol purchases that never existed.

Even after extensive follow-ups and full cooperation, Old Mutual now refuses to proceed with repairs, citing speed as an issue , despite receiving and reviewing the accident report. This decision is not only unjustified but also deeply upsetting, particularly considering that premiums were paid diligently every single month.

The level of service and treatment my mother, Elsie Malepa, has endured is unacceptable. We are utterly dissatisfied and disheartened by Old Mutual’s handling of this matter.

Client Contact Details:

Primary: ***

Alternate: ***

We demand proper accountability and immediate escalation of this issue. This experience reflects a broader failure in customer service and ethical standards on the part of Old Mutual.