*****ulent insurance deductions on persal

An insurance policy was *****ulently opened under my mother’s name at Old Mutual without her consent. Premium deductions started in March last year, and she only became aware of this when she noticed unexplained deductions on her account. She reported the matter to Old Mutual in September. Another *****ulent one was opened again shortly after.

Despite this, when we visited the Old Mutual offices in January, we were informed that the ***** case was last assessed or updated on 16/09/2025, with no further progress since then. This is deeply concerning.

To make matters worse, the policy deducted yet another amount of R998.35 this month, even after the ***** was reported months ago. There has been no follow-up, no feedback, and no visible urgency from Old Mutual. We have had to continuously follow up ourselves, which suggests that ***** cases are not being treated with the seriousness they deserve.

There are three individuals listed under this policy whom we do not know, and my mother never signed up for this insurance. There is also no voice recording or signed documentation that proves she consented to this policy.

This situation raises serious concerns about Old Mutual’s data protection systems and internal controls. Customers should not have to chase a company to resolve *****, nor should unauthorized deductions continue after a case has been reported.

We expect: • Immediate cancellation of the *****ulent policy • A full refund of all amounts deducted • Clear communication and accountability from Old Mutual

At this point, the handling of this matter has been extremely disappointing.