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Casper H

1 reviews | Active since Feb 2024

17 Nov 2025, 11:31

Very poor service from Old Mutual

This complaint is on behalf of my mother. What poor and uncommunicative service from this company. My mother has been twice to their office to; one submit a claim/s and second to follow up on the claim and now a month later still no answers on 4 claims. When calling the claims dept they ask the wrong questions to follow up on the query and then make out its you the caller that had it wrong. You only provide what they ask, not what you think they should have asked and when you call the operator out on that the phone gets put down in your ear. Listen to the recording and see if I was rude!

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Replies (12)
Old Mutual
Old Mutual's reply17 Nov 2025, 11:49
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. Please send an email to *** and the team will be in touch to assist.



Kind regards
Old Mutual Complaints Management
CH
Casper H's update17 Nov 2025, 12:45
Reviewer Update
Would be helpful if I could actually see the email address to respond!
Old Mutual
Old Mutual's reply17 Nov 2025, 13:00
Official
Our team is aware of this and will be in touch to assist.

Kind regards
Old Mutual Complaints Management
CH
Casper H's update28 Nov 2025, 10:47
Reviewer Update
So today I get an email from Adam informing me that the issue has been resolved and 'the claim' paid out. If you had actually taken the time to read this complaint fully and taken note you would have been a bit more informed rather than smirking to the fact that you think it has been fully resolved. Not quite: 2 out of the 4 claims that I mentioned in my initial complaint has been finalised this after 2 visits to the local branch and several phone calls later. A few days ago I emailed the respondents again to our earlier correspondence regarding the 2 that is still outstanding. Their response; nothing, not so much as, thank you for your email, your query is being addressed, and passed on to the relevant department. Nothing! I am still waiting days later to see if they even did. My father did make an effort to leave my mother something, it did not make her a millionaire or 100's of 1000's but something and Old Mutual has not made a better effort of getting this sorted out.
Old Mutual
Old Mutual's reply28 Nov 2025, 11:55
Official
Good Day Casper,

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
CH
Casper H's update01 Dec 2025, 07:27
Reviewer Update
It's quite amusing that this account is being attended to so quickly and diligently but branch, phone and email communication is so poor. But saying that one phone call and the right person picking up did make a difference. Thank you Moegamat Harris for your care and patience going through what was required to get the ball going in the right direction. It did speed things up however somewhere along the line it slowed down again it seems by other internal departments.
Old Mutual
Old Mutual's reply01 Dec 2025, 09:07
Official
Hello, thank you so much for your feedback.

We're thrilled to hear that you're satisfied with our service. Your support means a lot to us and motivates us to keep improving.

Regards
Old Mutual Complaints Management
CH
Casper H's update01 Dec 2025, 09:26
Reviewer Update
Thrilled is an overstatement.

CH
Casper H's update04 Dec 2025, 09:39
Reviewer Update
I am still waiting for the feedback on your comment you posted! Or is there no haste regarding this matter.
Old Mutual’s reply
28 Nov 2025 at 11:55
Good Day Casper,
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
Old Mutual's reply06 Dec 2025, 09:38
Official
Hi Casper H

Thank you for your follow-up message. Our team will continue to liaise with you via email.

Regards,
Old Mutual Complaints Management
CH
Casper H's update06 Dec 2025, 20:58
Reviewer Update
This method allows those looking for reviews good or bad to know what others experiences are. It's been several weeks now and still counting. It has been frustrating from day one.
Old Mutual
Old Mutual's reply07 Dec 2025, 08:45
Official
Good day, Casper H.

We note your comments, please be advised that this matter is been attended to and feedback will be provided via email.

Regards
Old Mutual Complaints Management