CM
Cassie M
1 reviews | Active since Nov 2017
02 Apr 2026, 12:12
Urgent Resolution Required – 16-Year Policy at Risk due to Old Mutual system error!
To Whom It May Concern,
I am writing in connection with the Greenlight policy I took out with Old Mutual in 2010.
This policy provides comprehensive cover, including:
My life cover
Funeral cover for myself, my father, daughters, aunt, and husband
Additional benefits such as severe illness cover and disability cover
In October 2025, I requested that the banking details for the debit order on my policy be updated to my husband's banking details as I am currently unemployed at. I understood that there were two debit orders required, totalling R2,592.00. After some delay, the update was processed, and my broker requested the debit order for the two premiums.
On 04 March, however, an amount of R11,382.00 was attempted to be deducted from the updated banking details. Fortunately, there were insufficient funds, as I could not afford this deduction alongside other monthly commitments. I immediately contacted my broker, who escalated the matter to a Client Relationship Manager (CRM). The CRM informed me that the attempted debit was for outstanding premiums from 2025.
I responded by explaining that I had consistently reconciled my payments, followed up on any missed premiums, and was never made aware of this outstanding balance. I also enquired whether I could make payment manually to Old Mutual but was advised that manual payments are not permitted for life cover policies and that debit orders are required. Despite my regular follow-ups, the lack of premium payments resulted in my 16-year-old policy lapsing.
My broker escalated the matter further to the CRM, who referred it to an Actuary. While awaiting the Actuary’s review, my broker requested that the lapse be reversed. This request was granted, and the policy reinstated until 30 April 2026.
After 10 workings (or longer) the feedback from the Actuary was as below:
Upon reviewing the case, please note response from Business Systems Support:
"The outstanding balance on this policy is valid and resulted from disrupted payment cycles for November and December 2023, as well as a misalignment between our 2 systems following the premium increase that took effect in 2023 and 2024. This misalignment persisted over time, leading to an accumulation of unpaid premiums, which were reflected in the policy in 2025.
As a consequence of these unpaid premiums, no payments were received, and we were unable to process any premiums. The funds were subsequently refunded to the client."
Attached is the spreadsheet of the premiums that were refunded to the client.
Let me know if should proceed with the lapse reversal, however, the outstanding amounts are required to be paid.
Should the client not feel satisfied with the outcome, they have the right to submit further to the Complaints department.
I believe the feedback and outcome provided are completely unfair, and I request that this matter be escalated to the highest possible level for urgent review.
The current feedback requires me to pay the outstanding amount of R11,382.00 by 30 April 2026 to prevent my policy from lapsing. While this would theoretically restore my policy to its intended standing, I do not have the financial means to pay such a large sum. I have outlined my concerns below:
1. I will not be in the same position as intended, as I cannot afford R11,382. I was repeatedly assured that my policy was in order. 2. Old Mutual confirmed that this issue was due to a system error. Despite this, I am being held liable for missed premiums and must pay by 30 April 2026 or face policy lapse. 3. I have not received written confirmation of missed payments in 2023 and 2024, nor any communication alerting me to these issues. 4. Is there an option to arrange payment of this amount over time while keeping my policy active? 5. What other resolutions are available? I was informed that I could complete a Declaration of Health, but this may result in underwriting, higher premiums, or cancellation if my health status has changed. 6. On 03 April, Old Mutual attempted to deduct R9,589.00 via debit order, which was declined due to insufficient funds. A second debit order of R1,063.00 was then successfully processed.
I have reviewed the latest feedback multiple times and cannot understand how a company of Old Mutual’s stature can treat a loyal customer of over 16 years in this manner, expecting immediate payment without offering fair alternatives.
I urgently request that this matter be reviewed and resolved fairly, with clear communication and consideration of my circumstances.
I have sent this to the complaint's email address as well.
Helpful (0)
Replies (11)0
Replies (11)
Old Mutual's replyOfficial
02 Apr 2026, 15:13Good 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
Kind regards
Old Mutual Complaints Management
Old Mutual's reply02 Apr 2026, 15:13
Official
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
Kind regards
Old Mutual Complaints Management
CM
Cassie M's updateReviewer Update
09 Apr 2026, 12:30 To Whom It May Concern,I am writing in connection with the Greenlight policy I took out with Old Mutual in 2010 - this complaint was sent on 02/04/2026 and posted on Hello Peter on 02/04/2026 - THERE IS STILL NO RESOLUTION and only reply I got was automated on Hello Peter, below is my email originally sent - the lack of urgency is shocking and I will keep posting on Hello Peter everyday !This policy provides comprehensive cover, including:
I have listed my policy numbers below:
***/LSD/***6/LSESI1MC/***6/LSFE/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSXRDB/1In October 2025, I requested that the banking details for the debit order on my policy be updated to my husband, Venesh Moodley (ID number ***), as I am currently unemployed at. I understood that there were two debit orders required, totalling R2,592.00. After some delay, the update was processed, and my broker requested the debit order for the two premiums.On 04 March, however, an amount of R11,382.00 was attempted to be deducted from the updated banking details. Fortunately, there were insufficient funds, as I could not afford this deduction alongside other monthly commitments. I immediately contacted my broker, who escalated the matter to a Client Relationship Manager (CRM). The CRM informed me that the attempted debit was for outstanding premiums from 2025.I responded by explaining that I had consistently reconciled my payments, followed up on any missed premiums, and was never made aware of this outstanding balance. I also enquired whether I could make payment manually to Old Mutual but was advised that manual payments are not permitted for life cover policies and that debit orders are required. Despite my regular follow-ups, the lack of premium payments resulted in my 16-year-old policy lapsing.My broker escalated the matter further to the CRM, who referred it to an Actuary. While awaiting the Actuary’s review, my broker requested that the lapse be reversed. This request was granted, and the policy reinstated until 30 April 2026.After 10 workings (or longer) the feedback from the Actuary was as below:
Upon reviewing the case, please note response from Business Systems Support:
"The outstanding balance on this policy is valid and resulted from disrupted payment cycles for November and December 2023, as well as a misalignment between our 2 systems following the premium increase that took effect in 2023 and 2024.
This misalignment persisted over time, leading to an accumulation of unpaid premiums, which were reflected in the policy in 2025.
As a consequence of these unpaid premiums, no payments were received, and we were unable to process any premiums. The funds were subsequently refunded to the client."
Attached is the spreadsheet of the premiums that were refunded to the client.
Let me know if should proceed with the lapse reversal, however, the outstanding amounts are required to be paid.
Should the client not feel satisfied with the outcome, they have the right to submit further to the Complaints department.
I believe the feedback and outcome provided are completely unfair, and I request that this matter be escalated to the highest possible level for urgent review.
The current feedback requires me to pay the outstanding amount of R11,382.00 by 30 April 2026 to prevent my policy from lapsing. While this would theoretically restore my policy to its intended standing, I do not have the financial means to pay such a large sum. I have outlined my concerns below:
1. I will not be in the same position as intended, as I cannot afford R11,382. I was repeatedly assured that my policy was in order.
2. Old Mutual confirmed that this issue was due to a system error. Despite this, I am being held liable for missed premiums and must pay by 30 April 2026 or face policy lapse.
3. I have not received written confirmation of missed payments in 2023 and 2024, nor any communication alerting me to these issues.
4. Is there an option to arrange payment of this amount over time while keeping my policy active?
5. What other resolutions are available? I was informed that I could complete a Declaration of Health, but this may result in underwriting, higher premiums, or cancellation if my health status has changed.
6. On 03 April, Old Mutual attempted to deduct R9,589.00 via debit order, which was declined due to insufficient funds. A second debit order of R1,063.00 was then successfully processed.
I have reviewed the latest feedback multiple times and cannot understand how a company of Old Mutual’s stature can treat a loyal customer of over 16 years in this manner, expecting immediate payment without offering fair alternatives.
I urgently request that this matter be reviewed and resolved fairly, with clear communication and consideration of my circumstances.
Sincerely,
Cassie Moodley
- My life cover
- Funeral cover for myself, my father, daughters, aunt, and husband
- Additional benefits such as severe illness cover and disability cover
I have listed my policy numbers below:
***/LSD/***6/LSESI1MC/***6/LSFE/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSXRDB/1In October 2025, I requested that the banking details for the debit order on my policy be updated to my husband, Venesh Moodley (ID number ***), as I am currently unemployed at. I understood that there were two debit orders required, totalling R2,592.00. After some delay, the update was processed, and my broker requested the debit order for the two premiums.On 04 March, however, an amount of R11,382.00 was attempted to be deducted from the updated banking details. Fortunately, there were insufficient funds, as I could not afford this deduction alongside other monthly commitments. I immediately contacted my broker, who escalated the matter to a Client Relationship Manager (CRM). The CRM informed me that the attempted debit was for outstanding premiums from 2025.I responded by explaining that I had consistently reconciled my payments, followed up on any missed premiums, and was never made aware of this outstanding balance. I also enquired whether I could make payment manually to Old Mutual but was advised that manual payments are not permitted for life cover policies and that debit orders are required. Despite my regular follow-ups, the lack of premium payments resulted in my 16-year-old policy lapsing.My broker escalated the matter further to the CRM, who referred it to an Actuary. While awaiting the Actuary’s review, my broker requested that the lapse be reversed. This request was granted, and the policy reinstated until 30 April 2026.After 10 workings (or longer) the feedback from the Actuary was as below:
Upon reviewing the case, please note response from Business Systems Support:
"The outstanding balance on this policy is valid and resulted from disrupted payment cycles for November and December 2023, as well as a misalignment between our 2 systems following the premium increase that took effect in 2023 and 2024.
This misalignment persisted over time, leading to an accumulation of unpaid premiums, which were reflected in the policy in 2025.
As a consequence of these unpaid premiums, no payments were received, and we were unable to process any premiums. The funds were subsequently refunded to the client."
Attached is the spreadsheet of the premiums that were refunded to the client.
Let me know if should proceed with the lapse reversal, however, the outstanding amounts are required to be paid.
Should the client not feel satisfied with the outcome, they have the right to submit further to the Complaints department.
I believe the feedback and outcome provided are completely unfair, and I request that this matter be escalated to the highest possible level for urgent review.
The current feedback requires me to pay the outstanding amount of R11,382.00 by 30 April 2026 to prevent my policy from lapsing. While this would theoretically restore my policy to its intended standing, I do not have the financial means to pay such a large sum. I have outlined my concerns below:
1. I will not be in the same position as intended, as I cannot afford R11,382. I was repeatedly assured that my policy was in order.
2. Old Mutual confirmed that this issue was due to a system error. Despite this, I am being held liable for missed premiums and must pay by 30 April 2026 or face policy lapse.
3. I have not received written confirmation of missed payments in 2023 and 2024, nor any communication alerting me to these issues.
4. Is there an option to arrange payment of this amount over time while keeping my policy active?
5. What other resolutions are available? I was informed that I could complete a Declaration of Health, but this may result in underwriting, higher premiums, or cancellation if my health status has changed.
6. On 03 April, Old Mutual attempted to deduct R9,589.00 via debit order, which was declined due to insufficient funds. A second debit order of R1,063.00 was then successfully processed.
I have reviewed the latest feedback multiple times and cannot understand how a company of Old Mutual’s stature can treat a loyal customer of over 16 years in this manner, expecting immediate payment without offering fair alternatives.
I urgently request that this matter be reviewed and resolved fairly, with clear communication and consideration of my circumstances.
Sincerely,
Cassie Moodley
CM
Cassie M's update09 Apr 2026, 12:30
Reviewer Update
To Whom It May Concern,I am writing in connection with the Greenlight policy I took out with Old Mutual in 2010 - this complaint was sent on 02/04/2026 and posted on Hello Peter on 02/04/2026 - THERE IS STILL NO RESOLUTION and only reply I got was automated on Hello Peter, below is my email originally sent - the lack of urgency is shocking and I will keep posting on Hello Peter everyday !This policy provides comprehensive cover, including:
I have listed my policy numbers below:
***/LSD/***6/LSESI1MC/***6/LSFE/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSXRDB/1In October 2025, I requested that the banking details for the debit order on my policy be updated to my husband, Venesh Moodley (ID number ***), as I am currently unemployed at. I understood that there were two debit orders required, totalling R2,592.00. After some delay, the update was processed, and my broker requested the debit order for the two premiums.On 04 March, however, an amount of R11,382.00 was attempted to be deducted from the updated banking details. Fortunately, there were insufficient funds, as I could not afford this deduction alongside other monthly commitments. I immediately contacted my broker, who escalated the matter to a Client Relationship Manager (CRM). The CRM informed me that the attempted debit was for outstanding premiums from 2025.I responded by explaining that I had consistently reconciled my payments, followed up on any missed premiums, and was never made aware of this outstanding balance. I also enquired whether I could make payment manually to Old Mutual but was advised that manual payments are not permitted for life cover policies and that debit orders are required. Despite my regular follow-ups, the lack of premium payments resulted in my 16-year-old policy lapsing.My broker escalated the matter further to the CRM, who referred it to an Actuary. While awaiting the Actuary’s review, my broker requested that the lapse be reversed. This request was granted, and the policy reinstated until 30 April 2026.After 10 workings (or longer) the feedback from the Actuary was as below:
Upon reviewing the case, please note response from Business Systems Support:
"The outstanding balance on this policy is valid and resulted from disrupted payment cycles for November and December 2023, as well as a misalignment between our 2 systems following the premium increase that took effect in 2023 and 2024.
This misalignment persisted over time, leading to an accumulation of unpaid premiums, which were reflected in the policy in 2025.
As a consequence of these unpaid premiums, no payments were received, and we were unable to process any premiums. The funds were subsequently refunded to the client."
Attached is the spreadsheet of the premiums that were refunded to the client.
Let me know if should proceed with the lapse reversal, however, the outstanding amounts are required to be paid.
Should the client not feel satisfied with the outcome, they have the right to submit further to the Complaints department.
I believe the feedback and outcome provided are completely unfair, and I request that this matter be escalated to the highest possible level for urgent review.
The current feedback requires me to pay the outstanding amount of R11,382.00 by 30 April 2026 to prevent my policy from lapsing. While this would theoretically restore my policy to its intended standing, I do not have the financial means to pay such a large sum. I have outlined my concerns below:
1. I will not be in the same position as intended, as I cannot afford R11,382. I was repeatedly assured that my policy was in order.
2. Old Mutual confirmed that this issue was due to a system error. Despite this, I am being held liable for missed premiums and must pay by 30 April 2026 or face policy lapse.
3. I have not received written confirmation of missed payments in 2023 and 2024, nor any communication alerting me to these issues.
4. Is there an option to arrange payment of this amount over time while keeping my policy active?
5. What other resolutions are available? I was informed that I could complete a Declaration of Health, but this may result in underwriting, higher premiums, or cancellation if my health status has changed.
6. On 03 April, Old Mutual attempted to deduct R9,589.00 via debit order, which was declined due to insufficient funds. A second debit order of R1,063.00 was then successfully processed.
I have reviewed the latest feedback multiple times and cannot understand how a company of Old Mutual’s stature can treat a loyal customer of over 16 years in this manner, expecting immediate payment without offering fair alternatives.
I urgently request that this matter be reviewed and resolved fairly, with clear communication and consideration of my circumstances.
Sincerely,
Cassie Moodley
- My life cover
- Funeral cover for myself, my father, daughters, aunt, and husband
- Additional benefits such as severe illness cover and disability cover
I have listed my policy numbers below:
***/LSD/***6/LSESI1MC/***6/LSFE/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSFE_FAM/***6/LSXRDB/1In October 2025, I requested that the banking details for the debit order on my policy be updated to my husband, Venesh Moodley (ID number ***), as I am currently unemployed at. I understood that there were two debit orders required, totalling R2,592.00. After some delay, the update was processed, and my broker requested the debit order for the two premiums.On 04 March, however, an amount of R11,382.00 was attempted to be deducted from the updated banking details. Fortunately, there were insufficient funds, as I could not afford this deduction alongside other monthly commitments. I immediately contacted my broker, who escalated the matter to a Client Relationship Manager (CRM). The CRM informed me that the attempted debit was for outstanding premiums from 2025.I responded by explaining that I had consistently reconciled my payments, followed up on any missed premiums, and was never made aware of this outstanding balance. I also enquired whether I could make payment manually to Old Mutual but was advised that manual payments are not permitted for life cover policies and that debit orders are required. Despite my regular follow-ups, the lack of premium payments resulted in my 16-year-old policy lapsing.My broker escalated the matter further to the CRM, who referred it to an Actuary. While awaiting the Actuary’s review, my broker requested that the lapse be reversed. This request was granted, and the policy reinstated until 30 April 2026.After 10 workings (or longer) the feedback from the Actuary was as below:
Upon reviewing the case, please note response from Business Systems Support:
"The outstanding balance on this policy is valid and resulted from disrupted payment cycles for November and December 2023, as well as a misalignment between our 2 systems following the premium increase that took effect in 2023 and 2024.
This misalignment persisted over time, leading to an accumulation of unpaid premiums, which were reflected in the policy in 2025.
As a consequence of these unpaid premiums, no payments were received, and we were unable to process any premiums. The funds were subsequently refunded to the client."
Attached is the spreadsheet of the premiums that were refunded to the client.
Let me know if should proceed with the lapse reversal, however, the outstanding amounts are required to be paid.
Should the client not feel satisfied with the outcome, they have the right to submit further to the Complaints department.
I believe the feedback and outcome provided are completely unfair, and I request that this matter be escalated to the highest possible level for urgent review.
The current feedback requires me to pay the outstanding amount of R11,382.00 by 30 April 2026 to prevent my policy from lapsing. While this would theoretically restore my policy to its intended standing, I do not have the financial means to pay such a large sum. I have outlined my concerns below:
1. I will not be in the same position as intended, as I cannot afford R11,382. I was repeatedly assured that my policy was in order.
2. Old Mutual confirmed that this issue was due to a system error. Despite this, I am being held liable for missed premiums and must pay by 30 April 2026 or face policy lapse.
3. I have not received written confirmation of missed payments in 2023 and 2024, nor any communication alerting me to these issues.
4. Is there an option to arrange payment of this amount over time while keeping my policy active?
5. What other resolutions are available? I was informed that I could complete a Declaration of Health, but this may result in underwriting, higher premiums, or cancellation if my health status has changed.
6. On 03 April, Old Mutual attempted to deduct R9,589.00 via debit order, which was declined due to insufficient funds. A second debit order of R1,063.00 was then successfully processed.
I have reviewed the latest feedback multiple times and cannot understand how a company of Old Mutual’s stature can treat a loyal customer of over 16 years in this manner, expecting immediate payment without offering fair alternatives.
I urgently request that this matter be reviewed and resolved fairly, with clear communication and consideration of my circumstances.
Sincerely,
Cassie Moodley
Old Mutual's replyOfficial
09 Apr 2026, 12:57Good 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
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 reply09 Apr 2026, 12:57
Official
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
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
CM
Cassie M's updateReviewer Update
13 Apr 2026, 07:4211 days later and TILL no contact at all from Old Mutual besides this automated rep**** on Hello Peter.
and I have 17 days to get this sorted according to Old Mutual or my policy will lapse!
a POLICY I HAVE HAD AND PAID FOR, for 16 YEARS!!! this complaint was sent on 02/04/2026 and posted on Hello Peter on 02/04/2026 - THERE IS STILL NO RESOLUTION and only reply I got was automated on Hello Peter, below is my email originally sent - the lack of urgency is shocking and I will keep posting on Hello Peter everyday !This policy provides comprehensive cover, including:
I have listed my policy numbers below:
**********/LSD/**********6/LSESI1MC/**********6/LSFE/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSXRDB/1In October 2025, I requested that the banking details for the debit order on my policy be updated to my husband, Venesh Moodley (ID number **********084), as I am currently unemployed at. I understood that there were two debit orders required, totalling R2,592.00. After some delay, the update was processed, and my broker requested the debit order for the two premiums.On 04 March, however, an amount of R11,382.00 was attempted to be deducted from the updated banking details. Fortunately, there were insufficient funds, as I could not afford this deduction alongside other monthly commitments. I immediately contacted my broker, who escalated the matter to a Client Relationship Manager (CRM). The CRM informed me that the attempted debit was for outstanding premiums from 2025.I responded by explaining that I had consistently reconciled my payments, followed up on any missed premiums, and was never made aware of this outstanding balance. I also enquired whether I could make payment manually to Old Mutual but was advised that manual payments are not permitted for life cover policies and that debit orders are required. Despite my regular follow-ups, the lack of premium payments resulted in my 16-year-old policy lapsing.My broker escalated the matter further to the CRM, who referred it to an Actuary. While awaiting the Actuary’s review, my broker requested that the lapse be reversed. This request was granted, and the policy reinstated until 30 April 2026.After 10 workings (or longer) the feedback from the Actuary was as below:
Upon reviewing the case, please note response from Business Systems Support:
"The outstanding balance on this policy is valid and resulted from disrupted payment cycles for November and December 2023, as well as a misalignment between our 2 systems following the premium increase that took effect in 2023 and 2024.
This misalignment persisted over time, leading to an accumulation of unpaid premiums, which were reflected in the policy in 2025.
As a consequence of these unpaid premiums, no payments were received, and we were unable to process any premiums. The funds were subsequently refunded to the client."
Attached is the spreadsheet of the premiums that were refunded to the client.
Let me know if should proceed with the lapse reversal, however, the outstanding amounts are required to be paid.
Should the client not feel satisfied with the outcome, they have the right to submit further to the Complaints department.
I believe the feedback and outcome provided are completely unfair, and I request that this matter be escalated to the highest possible level for urgent review.
The current feedback requires me to pay the outstanding amount of R11,382.00 by 30 April 2026 to prevent my policy from lapsing. While this would theoretically restore my policy to its intended standing, I do not have the financial means to pay such a large sum. I have outlined my concerns below:
1. I will not be in the same position as intended, as I cannot afford R11,382. I was repeatedly assured that my policy was in order.
2. Old Mutual confirmed that this issue was due to a system error. Despite this, I am being held liable for missed premiums and must pay by 30 April 2026 or face policy lapse.
3. I have not received written confirmation of missed payments in 2023 and 2024, nor any communication alerting me to these issues.
4. Is there an option to arrange payment of this amount over time while keeping my policy active?
5. What other resolutions are available? I was informed that I could complete a Declaration of Health, but this may result in underwriting, higher premiums, or cancellation if my health status has changed.
6. On 03 April, Old Mutual attempted to deduct R9,589.00 via debit order, which was declined due to insufficient funds. A second debit order of R1,063.00 was then successfully processed.
I have reviewed the latest feedback multiple times and cannot understand how a company of Old Mutual’s stature can treat a loyal customer of over 16 years in this manner, expecting immediate payment without offering fair alternatives.
I urgently request that this matter be reviewed and resolved fairly, with clear communication and consideration of my circumstances.
Sincerely,
Cassie Moodley
and I have 17 days to get this sorted according to Old Mutual or my policy will lapse!
a POLICY I HAVE HAD AND PAID FOR, for 16 YEARS!!! this complaint was sent on 02/04/2026 and posted on Hello Peter on 02/04/2026 - THERE IS STILL NO RESOLUTION and only reply I got was automated on Hello Peter, below is my email originally sent - the lack of urgency is shocking and I will keep posting on Hello Peter everyday !This policy provides comprehensive cover, including:
- My life cover
- Funeral cover for myself, my father, daughters, aunt, and husband
- Additional benefits such as severe illness cover and disability cover
I have listed my policy numbers below:
**********/LSD/**********6/LSESI1MC/**********6/LSFE/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSXRDB/1In October 2025, I requested that the banking details for the debit order on my policy be updated to my husband, Venesh Moodley (ID number **********084), as I am currently unemployed at. I understood that there were two debit orders required, totalling R2,592.00. After some delay, the update was processed, and my broker requested the debit order for the two premiums.On 04 March, however, an amount of R11,382.00 was attempted to be deducted from the updated banking details. Fortunately, there were insufficient funds, as I could not afford this deduction alongside other monthly commitments. I immediately contacted my broker, who escalated the matter to a Client Relationship Manager (CRM). The CRM informed me that the attempted debit was for outstanding premiums from 2025.I responded by explaining that I had consistently reconciled my payments, followed up on any missed premiums, and was never made aware of this outstanding balance. I also enquired whether I could make payment manually to Old Mutual but was advised that manual payments are not permitted for life cover policies and that debit orders are required. Despite my regular follow-ups, the lack of premium payments resulted in my 16-year-old policy lapsing.My broker escalated the matter further to the CRM, who referred it to an Actuary. While awaiting the Actuary’s review, my broker requested that the lapse be reversed. This request was granted, and the policy reinstated until 30 April 2026.After 10 workings (or longer) the feedback from the Actuary was as below:
Upon reviewing the case, please note response from Business Systems Support:
"The outstanding balance on this policy is valid and resulted from disrupted payment cycles for November and December 2023, as well as a misalignment between our 2 systems following the premium increase that took effect in 2023 and 2024.
This misalignment persisted over time, leading to an accumulation of unpaid premiums, which were reflected in the policy in 2025.
As a consequence of these unpaid premiums, no payments were received, and we were unable to process any premiums. The funds were subsequently refunded to the client."
Attached is the spreadsheet of the premiums that were refunded to the client.
Let me know if should proceed with the lapse reversal, however, the outstanding amounts are required to be paid.
Should the client not feel satisfied with the outcome, they have the right to submit further to the Complaints department.
I believe the feedback and outcome provided are completely unfair, and I request that this matter be escalated to the highest possible level for urgent review.
The current feedback requires me to pay the outstanding amount of R11,382.00 by 30 April 2026 to prevent my policy from lapsing. While this would theoretically restore my policy to its intended standing, I do not have the financial means to pay such a large sum. I have outlined my concerns below:
1. I will not be in the same position as intended, as I cannot afford R11,382. I was repeatedly assured that my policy was in order.
2. Old Mutual confirmed that this issue was due to a system error. Despite this, I am being held liable for missed premiums and must pay by 30 April 2026 or face policy lapse.
3. I have not received written confirmation of missed payments in 2023 and 2024, nor any communication alerting me to these issues.
4. Is there an option to arrange payment of this amount over time while keeping my policy active?
5. What other resolutions are available? I was informed that I could complete a Declaration of Health, but this may result in underwriting, higher premiums, or cancellation if my health status has changed.
6. On 03 April, Old Mutual attempted to deduct R9,589.00 via debit order, which was declined due to insufficient funds. A second debit order of R1,063.00 was then successfully processed.
I have reviewed the latest feedback multiple times and cannot understand how a company of Old Mutual’s stature can treat a loyal customer of over 16 years in this manner, expecting immediate payment without offering fair alternatives.
I urgently request that this matter be reviewed and resolved fairly, with clear communication and consideration of my circumstances.
Sincerely,
Cassie Moodley
CM
Cassie M's update13 Apr 2026, 07:42
Reviewer Update
11 days later and TILL no contact at all from Old Mutual besides this automated rep**** on Hello Peter.
and I have 17 days to get this sorted according to Old Mutual or my policy will lapse!
a POLICY I HAVE HAD AND PAID FOR, for 16 YEARS!!! this complaint was sent on 02/04/2026 and posted on Hello Peter on 02/04/2026 - THERE IS STILL NO RESOLUTION and only reply I got was automated on Hello Peter, below is my email originally sent - the lack of urgency is shocking and I will keep posting on Hello Peter everyday !This policy provides comprehensive cover, including:
I have listed my policy numbers below:
**********/LSD/**********6/LSESI1MC/**********6/LSFE/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSXRDB/1In October 2025, I requested that the banking details for the debit order on my policy be updated to my husband, Venesh Moodley (ID number **********084), as I am currently unemployed at. I understood that there were two debit orders required, totalling R2,592.00. After some delay, the update was processed, and my broker requested the debit order for the two premiums.On 04 March, however, an amount of R11,382.00 was attempted to be deducted from the updated banking details. Fortunately, there were insufficient funds, as I could not afford this deduction alongside other monthly commitments. I immediately contacted my broker, who escalated the matter to a Client Relationship Manager (CRM). The CRM informed me that the attempted debit was for outstanding premiums from 2025.I responded by explaining that I had consistently reconciled my payments, followed up on any missed premiums, and was never made aware of this outstanding balance. I also enquired whether I could make payment manually to Old Mutual but was advised that manual payments are not permitted for life cover policies and that debit orders are required. Despite my regular follow-ups, the lack of premium payments resulted in my 16-year-old policy lapsing.My broker escalated the matter further to the CRM, who referred it to an Actuary. While awaiting the Actuary’s review, my broker requested that the lapse be reversed. This request was granted, and the policy reinstated until 30 April 2026.After 10 workings (or longer) the feedback from the Actuary was as below:
Upon reviewing the case, please note response from Business Systems Support:
"The outstanding balance on this policy is valid and resulted from disrupted payment cycles for November and December 2023, as well as a misalignment between our 2 systems following the premium increase that took effect in 2023 and 2024.
This misalignment persisted over time, leading to an accumulation of unpaid premiums, which were reflected in the policy in 2025.
As a consequence of these unpaid premiums, no payments were received, and we were unable to process any premiums. The funds were subsequently refunded to the client."
Attached is the spreadsheet of the premiums that were refunded to the client.
Let me know if should proceed with the lapse reversal, however, the outstanding amounts are required to be paid.
Should the client not feel satisfied with the outcome, they have the right to submit further to the Complaints department.
I believe the feedback and outcome provided are completely unfair, and I request that this matter be escalated to the highest possible level for urgent review.
The current feedback requires me to pay the outstanding amount of R11,382.00 by 30 April 2026 to prevent my policy from lapsing. While this would theoretically restore my policy to its intended standing, I do not have the financial means to pay such a large sum. I have outlined my concerns below:
1. I will not be in the same position as intended, as I cannot afford R11,382. I was repeatedly assured that my policy was in order.
2. Old Mutual confirmed that this issue was due to a system error. Despite this, I am being held liable for missed premiums and must pay by 30 April 2026 or face policy lapse.
3. I have not received written confirmation of missed payments in 2023 and 2024, nor any communication alerting me to these issues.
4. Is there an option to arrange payment of this amount over time while keeping my policy active?
5. What other resolutions are available? I was informed that I could complete a Declaration of Health, but this may result in underwriting, higher premiums, or cancellation if my health status has changed.
6. On 03 April, Old Mutual attempted to deduct R9,589.00 via debit order, which was declined due to insufficient funds. A second debit order of R1,063.00 was then successfully processed.
I have reviewed the latest feedback multiple times and cannot understand how a company of Old Mutual’s stature can treat a loyal customer of over 16 years in this manner, expecting immediate payment without offering fair alternatives.
I urgently request that this matter be reviewed and resolved fairly, with clear communication and consideration of my circumstances.
Sincerely,
Cassie Moodley
and I have 17 days to get this sorted according to Old Mutual or my policy will lapse!
a POLICY I HAVE HAD AND PAID FOR, for 16 YEARS!!! this complaint was sent on 02/04/2026 and posted on Hello Peter on 02/04/2026 - THERE IS STILL NO RESOLUTION and only reply I got was automated on Hello Peter, below is my email originally sent - the lack of urgency is shocking and I will keep posting on Hello Peter everyday !This policy provides comprehensive cover, including:
- My life cover
- Funeral cover for myself, my father, daughters, aunt, and husband
- Additional benefits such as severe illness cover and disability cover
I have listed my policy numbers below:
**********/LSD/**********6/LSESI1MC/**********6/LSFE/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSFE_FAM/**********6/LSXRDB/1In October 2025, I requested that the banking details for the debit order on my policy be updated to my husband, Venesh Moodley (ID number **********084), as I am currently unemployed at. I understood that there were two debit orders required, totalling R2,592.00. After some delay, the update was processed, and my broker requested the debit order for the two premiums.On 04 March, however, an amount of R11,382.00 was attempted to be deducted from the updated banking details. Fortunately, there were insufficient funds, as I could not afford this deduction alongside other monthly commitments. I immediately contacted my broker, who escalated the matter to a Client Relationship Manager (CRM). The CRM informed me that the attempted debit was for outstanding premiums from 2025.I responded by explaining that I had consistently reconciled my payments, followed up on any missed premiums, and was never made aware of this outstanding balance. I also enquired whether I could make payment manually to Old Mutual but was advised that manual payments are not permitted for life cover policies and that debit orders are required. Despite my regular follow-ups, the lack of premium payments resulted in my 16-year-old policy lapsing.My broker escalated the matter further to the CRM, who referred it to an Actuary. While awaiting the Actuary’s review, my broker requested that the lapse be reversed. This request was granted, and the policy reinstated until 30 April 2026.After 10 workings (or longer) the feedback from the Actuary was as below:
Upon reviewing the case, please note response from Business Systems Support:
"The outstanding balance on this policy is valid and resulted from disrupted payment cycles for November and December 2023, as well as a misalignment between our 2 systems following the premium increase that took effect in 2023 and 2024.
This misalignment persisted over time, leading to an accumulation of unpaid premiums, which were reflected in the policy in 2025.
As a consequence of these unpaid premiums, no payments were received, and we were unable to process any premiums. The funds were subsequently refunded to the client."
Attached is the spreadsheet of the premiums that were refunded to the client.
Let me know if should proceed with the lapse reversal, however, the outstanding amounts are required to be paid.
Should the client not feel satisfied with the outcome, they have the right to submit further to the Complaints department.
I believe the feedback and outcome provided are completely unfair, and I request that this matter be escalated to the highest possible level for urgent review.
The current feedback requires me to pay the outstanding amount of R11,382.00 by 30 April 2026 to prevent my policy from lapsing. While this would theoretically restore my policy to its intended standing, I do not have the financial means to pay such a large sum. I have outlined my concerns below:
1. I will not be in the same position as intended, as I cannot afford R11,382. I was repeatedly assured that my policy was in order.
2. Old Mutual confirmed that this issue was due to a system error. Despite this, I am being held liable for missed premiums and must pay by 30 April 2026 or face policy lapse.
3. I have not received written confirmation of missed payments in 2023 and 2024, nor any communication alerting me to these issues.
4. Is there an option to arrange payment of this amount over time while keeping my policy active?
5. What other resolutions are available? I was informed that I could complete a Declaration of Health, but this may result in underwriting, higher premiums, or cancellation if my health status has changed.
6. On 03 April, Old Mutual attempted to deduct R9,589.00 via debit order, which was declined due to insufficient funds. A second debit order of R1,063.00 was then successfully processed.
I have reviewed the latest feedback multiple times and cannot understand how a company of Old Mutual’s stature can treat a loyal customer of over 16 years in this manner, expecting immediate payment without offering fair alternatives.
I urgently request that this matter be reviewed and resolved fairly, with clear communication and consideration of my circumstances.
Sincerely,
Cassie Moodley
Old Mutual's replyOfficial
13 Apr 2026, 10:12Good day
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Old Mutual's reply13 Apr 2026, 10:12
Official
Good day
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments, please be advised that this matter is being attended to and feedback will be provided via email.
Regards
Old Mutual Complaints Management
CM
Cassie M's updateReviewer Update
14 Apr 2026, 08:17 Morning,
I am emailing to follow up on my complaint logged and sent on 02 April 2026 - 12 days ago and NO contact made from Old Mutual. Not even an email or call to confirm this is being looked into and an actual person who will be helping me with my complaint.
All I have received so far is automated email replies and automated responses on Hello Peter. (as seen above)
Today small amounts (of like or payments was refunded to us via the account of Mr V Moodley - my husband.
There is no explanation on what this is for and why it is being refunded.
@OM Complaints and @Arbitration Complaints Management - I await feedback STILL!
Regards,
Cassie
I am emailing to follow up on my complaint logged and sent on 02 April 2026 - 12 days ago and NO contact made from Old Mutual. Not even an email or call to confirm this is being looked into and an actual person who will be helping me with my complaint.
All I have received so far is automated email replies and automated responses on Hello Peter. (as seen above)
Today small amounts (of like or payments was refunded to us via the account of Mr V Moodley - my husband.
There is no explanation on what this is for and why it is being refunded.
@OM Complaints and @Arbitration Complaints Management - I await feedback STILL!
Regards,
Cassie
CM
Cassie M's update14 Apr 2026, 08:17
Reviewer Update
Morning,
I am emailing to follow up on my complaint logged and sent on 02 April 2026 - 12 days ago and NO contact made from Old Mutual. Not even an email or call to confirm this is being looked into and an actual person who will be helping me with my complaint.
All I have received so far is automated email replies and automated responses on Hello Peter. (as seen above)
Today small amounts (of like or payments was refunded to us via the account of Mr V Moodley - my husband.
There is no explanation on what this is for and why it is being refunded.
@OM Complaints and @Arbitration Complaints Management - I await feedback STILL!
Regards,
Cassie
I am emailing to follow up on my complaint logged and sent on 02 April 2026 - 12 days ago and NO contact made from Old Mutual. Not even an email or call to confirm this is being looked into and an actual person who will be helping me with my complaint.
All I have received so far is automated email replies and automated responses on Hello Peter. (as seen above)
Today small amounts (of like or payments was refunded to us via the account of Mr V Moodley - my husband.
There is no explanation on what this is for and why it is being refunded.
@OM Complaints and @Arbitration Complaints Management - I await feedback STILL!
Regards,
Cassie
Old Mutual's replyOfficial
14 Apr 2026, 09:22Good day
We acknowledge your correspondence and wish to advise that the matter is currently being addressed. Feedback will be provided to you via email in due course.
Kind regards
Old Mutual Complaints Management
We acknowledge your correspondence and wish to advise that the matter is currently being addressed. Feedback will be provided to you via email in due course.
Kind regards
Old Mutual Complaints Management
Old Mutual's reply14 Apr 2026, 09:22
Official
Good day
We acknowledge your correspondence and wish to advise that the matter is currently being addressed. Feedback will be provided to you via email in due course.
Kind regards
Old Mutual Complaints Management
We acknowledge your correspondence and wish to advise that the matter is currently being addressed. Feedback will be provided to you via email in due course.
Kind regards
Old Mutual Complaints Management
CM
Cassie M's updateReviewer Update
17 Apr 2026, 07:03Dear Cassie
Thank you for contacting Old Mutual.
We acknowledge receipt of your complaint and confirm that it has been referred to the relevant office, ***
, for investigation and resolution.
That office will engage with you directly should any further information be required, and will provide feedback on the outcome of the investigation.
Should you wish to follow up, kindly send your correspondence to the email address mentioned above and include the complaint's reference number, as this will assist us in tracking your correspondence.Yours in ServiceOld Mutual Complaints Management I Old Mutual Servicing
Thank you for contacting Old Mutual.
We acknowledge receipt of your complaint and confirm that it has been referred to the relevant office, ***
, for investigation and resolution.
That office will engage with you directly should any further information be required, and will provide feedback on the outcome of the investigation.
Should you wish to follow up, kindly send your correspondence to the email address mentioned above and include the complaint's reference number, as this will assist us in tracking your correspondence.Yours in ServiceOld Mutual Complaints Management I Old Mutual Servicing
CM
Cassie M's update17 Apr 2026, 07:03
Reviewer Update
Dear Cassie
Thank you for contacting Old Mutual.
We acknowledge receipt of your complaint and confirm that it has been referred to the relevant office, ***
, for investigation and resolution.
That office will engage with you directly should any further information be required, and will provide feedback on the outcome of the investigation.
Should you wish to follow up, kindly send your correspondence to the email address mentioned above and include the complaint's reference number, as this will assist us in tracking your correspondence.Yours in ServiceOld Mutual Complaints Management I Old Mutual Servicing
Thank you for contacting Old Mutual.
We acknowledge receipt of your complaint and confirm that it has been referred to the relevant office, ***
, for investigation and resolution.
That office will engage with you directly should any further information be required, and will provide feedback on the outcome of the investigation.
Should you wish to follow up, kindly send your correspondence to the email address mentioned above and include the complaint's reference number, as this will assist us in tracking your correspondence.Yours in ServiceOld Mutual Complaints Management I Old Mutual Servicing
CM
Cassie M's updateReviewer Update
17 Apr 2026, 07:04Good day,
level 1 - policy ***x - Incorrect Debit order amount of R11 382.00 - bounced - URGENT! ([CMPLNTS***1]
I sent my original complaint on 02 April 2026 - 15 days ago and the only response I have received thu far was the automated email below 3 (THREE) days ago.
Please can someone share an update on how long it takes to get a human response or contact - no emails? no calls?
This is my life and funeral cover I am wanting to know about.
Please can someone assist and advise me on what is going on please?
I have posted this reply on my original Hello Peter posted too.
Regards,
Cassie Moodley
level 1 - policy ***x - Incorrect Debit order amount of R11 382.00 - bounced - URGENT! ([CMPLNTS***1]
I sent my original complaint on 02 April 2026 - 15 days ago and the only response I have received thu far was the automated email below 3 (THREE) days ago.
Please can someone share an update on how long it takes to get a human response or contact - no emails? no calls?
This is my life and funeral cover I am wanting to know about.
Please can someone assist and advise me on what is going on please?
I have posted this reply on my original Hello Peter posted too.
Regards,
Cassie Moodley
CM
Cassie M's update17 Apr 2026, 07:04
Reviewer Update
Good day,
level 1 - policy ***x - Incorrect Debit order amount of R11 382.00 - bounced - URGENT! ([CMPLNTS***1]
I sent my original complaint on 02 April 2026 - 15 days ago and the only response I have received thu far was the automated email below 3 (THREE) days ago.
Please can someone share an update on how long it takes to get a human response or contact - no emails? no calls?
This is my life and funeral cover I am wanting to know about.
Please can someone assist and advise me on what is going on please?
I have posted this reply on my original Hello Peter posted too.
Regards,
Cassie Moodley
level 1 - policy ***x - Incorrect Debit order amount of R11 382.00 - bounced - URGENT! ([CMPLNTS***1]
I sent my original complaint on 02 April 2026 - 15 days ago and the only response I have received thu far was the automated email below 3 (THREE) days ago.
Please can someone share an update on how long it takes to get a human response or contact - no emails? no calls?
This is my life and funeral cover I am wanting to know about.
Please can someone assist and advise me on what is going on please?
I have posted this reply on my original Hello Peter posted too.
Regards,
Cassie Moodley
Old Mutual's replyOfficial
17 Apr 2026, 07:45Good day, Cassie M.
We note your comments. Please be advised that this matter is being attended to, and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments. Please be advised that this matter is being attended to, and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Old Mutual's reply17 Apr 2026, 07:45
Official
Good day, Cassie M.
We note your comments. Please be advised that this matter is being attended to, and feedback will be provided via email.
Regards
Old Mutual Complaints Management
We note your comments. Please be advised that this matter is being attended to, and feedback will be provided via email.
Regards
Old Mutual Complaints Management
Old Mutual's replyOfficial
20 Apr 2026, 17:47Good day Cassie M,
Thank you for your review. We’ve sent you an email from *** regarding your query. Kindly check your inbox and junk/spam folder to ensure it was received.
Kind regards,
Old Mutual Complaints Management
Thank you for your review. We’ve sent you an email from *** regarding your query. Kindly check your inbox and junk/spam folder to ensure it was received.
Kind regards,
Old Mutual Complaints Management
Old Mutual's reply20 Apr 2026, 17:47
Official
Good day Cassie M,
Thank you for your review. We’ve sent you an email from *** regarding your query. Kindly check your inbox and junk/spam folder to ensure it was received.
Kind regards,
Old Mutual Complaints Management
Thank you for your review. We’ve sent you an email from *** regarding your query. Kindly check your inbox and junk/spam folder to ensure it was received.
Kind regards,
Old Mutual Complaints Management