Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Old Mutual is described as a provider where policy sign-up is easy but service afterwards collapses. Customers consistently report unauthorised PERSAL and debit order deductions, unanswered emails, unreachable call centres and claims that stall for months. A minority praise named branch consultants who resolve matters quickly, showing capability exists but is inconsistently delivered across the organisation.
Top Strengths:
- •Customer Service & Professional Guidance: The strongest theme relative to others. Customers repeatedly name individuals such as Marco Lekute, Shannon Wentzel, Melumzi Gxekwa, Amanho Ally and Coleen Aanhuizen who take ownership, explain clearly and follow up until resolution, contrasting sharply with the wider experience.
Replied to 99% of negative reviews
Reply time on negative reviews: 1h 52m
TrustIndex
3.8
Ranking
#13
in Loans & Credit
Reply Time
1h 51m
NPS Score
-73
Recommended: Unlikely
Replied to 99% of negative reviews
Reply time on negative reviews: 1h 52m
Nov '25 - Oct '26
Frequently Asked Questions About Old Mutual
What do customers say about Old Mutual?
Based on recent customer reviews, Old Mutual is described as a provider where policy sign-up is easy but service afterwards collapses. Customers consistently report unauthorised PERSAL and debit order deductions, unanswered emails, unreachable call centres and claims that stall for months. A minority praise named branch consultants who resolve matters quickly, showing capability exists but is inconsistently delivered across the organisation.
What is Old Mutual's biggest strength?
Old Mutual's biggest strength, according to Hellopeter's AI analysis, is Customer Service & Professional Guidance. The strongest theme relative to others. Customers repeatedly name individuals such as Marco Lekute, Shannon Wentzel, Melumzi Gxekwa, Amanho Ally and Coleen Aanhuizen who take ownership, explain clearly and follow up until resolution, contrasting sharply with the wider experience.
What are the most common complaints about Old Mutual?
The most common complaint about Old Mutual, based on Hellopeter's AI analysis of recent customer reviews, is Billing, Payments & Financial Accuracy. The weakest theme. Customers describe double debits, deductions after cancellation, wrong debit dates, premiums taken on lapsed policies and refunds promised then never paid, often requiring months of branch visits and airtime to chase.
How does Old Mutual compare to other Loans & Credit companies?
Old Mutual scores 1.5 out of 5 on Hellopeter's AI analysis of service quality in Loans & Credit, compared to the Loans & Credit industry average of 2.1. Their strongest theme is Agent Quality (1.9); their weakest is Credit Reporting (1.3). The top AI-rated Loans & Credit business on Hellopeter is AutoFin Assist (4.6). How is the AI Score calculated? →
Is Old Mutual trustworthy?
Old Mutual has a TrustIndex of 3.8 out of 10 on Hellopeter, based on 2,477 reviews in the last 12 months. They reply to 99% of negative reviews, typically within 1 hour 52 min. Hellopeter has tracked Old Mutual across 19,322 total reviews. How is the TrustIndex calculated? →
Recent reviews (2,477)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2026
I am extremely disappointed with Old Mutual
I am extremely disappointed with Old Mutual. My grandmother passed away in January, and more than 8 months later, her life cover claim is still unpaid. We were initially told it would take a maximum of 6 months. After that, we kept hearing that the claim was "in process" and under investigation. We were then told her *** document was missing, even though it had been submitted. A man claiming to be an Old Mutual detective visited my father and allegedly used two different names for identification. We were also told that the person who completed the application had answered "No" to all the medical questions, including diabetes, and that he no longer works for Old Mutual and is now a lawyer. Meanwhile, Old Mutual continues deducting money for the policy. Our family deserves answers and a resolution, not endless delays and excuses. This treatment is unacceptable.
1 reviews | Active since Oct 2026
I am extremely disappointed with Old Mutual
I am extremely disappointed with Old Mutual. My grandmother passed away in January, and more than 8 months later, her life cover claim is still unpaid. We were initially told it would take a maximum of 6 months. After that, we kept hearing that the claim was "in process" and under investigation. We were then told her *** document was missing, even though it had been submitted. A man claiming to be an Old Mutual detective visited my father and allegedly used two different names for identification. We were also told that the person who completed the application had answered "No" to all the medical questions, including diabetes, and that he no longer works for Old Mutual and is now a lawyer. Meanwhile, Old Mutual continues deducting money for the policy. Our family deserves answers and a resolution, not endless delays and excuses. This treatment is unacceptable.
1 reviews | Active since Feb 2024
No investment payout after cancellation on 3 October
I cancelled my investment policy on 3 October and still haven't received my pay out.. I was told to wait 3to 5 days on the 15th but its been 8 days now
1 reviews | Active since Feb 2024
No investment payout after cancellation on 3 October
I cancelled my investment policy on 3 October and still haven't received my pay out.. I was told to wait 3to 5 days on the 15th but its been 8 days now
1 reviews | Active since Dec 2023
Thank you Angel Zwane for being helpful, and for the friendly service
Thank you Angel Zwane for being helpful, and for the friendly service.
1 reviews | Active since Dec 2023
Thank you Angel Zwane for being helpful, and for the friendly service
Thank you Angel Zwane for being helpful, and for the friendly service.
1 reviews | Active since Oct 2026
Great service, the agent was well informed, kind and of great service
Great service, the agent was well informed, kind and of great service. [Ancel Cupido]
1 reviews | Active since Oct 2026
Great service, the agent was well informed, kind and of great service
Great service, the agent was well informed, kind and of great service. [Ancel Cupido]
1 reviews | Active since Oct 2026
I'm a teacher I got paid on the 15th but on the 15th I didn't receive my salary when I
I'm a teacher I got paid on the 15th but on the 15th I didn't receive my salary when I went to phillipi oldmutual branch they told me my salary was sent on a closed oldmutual money account card & they say it's on proccess to a new oldmutual card & since on the 15th they said I must wait for 7days now is the 7th day I didn't receive my money this morning when I contact them they're saying I must wait another 7 to 20days & it's affecting me I got nothing in my house no transport money to go to work no food I couldn't even pay my debts I'm emotionally drowning because of om bank
1 reviews | Active since Oct 2026
I'm a teacher I got paid on the 15th but on the 15th I didn't receive my salary when I
I'm a teacher I got paid on the 15th but on the 15th I didn't receive my salary when I went to phillipi oldmutual branch they told me my salary was sent on a closed oldmutual money account card & they say it's on proccess to a new oldmutual card & since on the 15th they said I must wait for 7days now is the 7th day I didn't receive my money this morning when I contact them they're saying I must wait another 7 to 20days & it's affecting me I got nothing in my house no transport money to go to work no food I couldn't even pay my debts I'm emotionally drowning because of om bank
1 reviews | Active since Oct 2026
I have been banking with old mutual for almost 2yrs now
I have been banking with old mutual for almost 2yrs now. It's been 4 weeks of waiting for old mutual to pay back my money from their old accounts to the new one .I can't seem to get help .I have been to the bank and submitted all the documents but to avail.
1 reviews | Active since Oct 2026
I have been banking with old mutual for almost 2yrs now
I have been banking with old mutual for almost 2yrs now. It's been 4 weeks of waiting for old mutual to pay back my money from their old accounts to the new one .I can't seem to get help .I have been to the bank and submitted all the documents but to avail.