Urgent Complaint: Unauthorised Cancellation of My Funeral Policy – Old Mutual

I have held a funeral cover policy with Old Mutual for several years, covering myself and my mother. Recently, I received a call from one of your agents who informed me that my policy had been cancelled in December 2025. I would like to clearly state that I never visited any Old Mutual branch to cancel this policy, nor did I contact any Old Mutual representative requesting cancellation.

After receiving this shocking information, I checked my payslips and realised that deductions for the policy had indeed stopped without my knowledge or consent. This has caused me serious concern, as I was never informed of any cancellation or changes to my policy.

On Wednesday last week, I sent an email requesting urgent assistance regarding this matter, but I have not received any response. On Friday, 8 May, I visited an Old Mutual branch where a complaint was logged. However, to date, I have still not received any feedback or resolution.

I feel extremely frustrated and disappointed with the lack of communication and accountability. Old Mutual has failed to provide any explanation for why my policy was cancelled and under what authority this was done.

I am formally requesting the following:

A full investigation into who cancelled my policy. The exact reasons and authorisation behind the cancellation. A detailed explanation of why I was not informed. Immediate feedback on the complaint I lodged at the branch