OM
Old Mutual Insure
Verified Business
OM
Scores reflect the Overall AI Score for each category
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Old Mutual Insure receives strong praise for frontline consultants who deliver patient, knowledgeable, and personalised service, particularly named agents like Lisa Joubert, Angel Zwane, Karabo Manaka, Nkosinathi Msimanga, and Tshekgene Moshokoa. However, claims handling experiences are sharply divided, with several customers describing prolonged delays, rejections citing wear and tear or lack of maintenance, and difficulty escalating disputes to resolution.
TrustIndex
10
Perfect Score
Ranking
#4
in Home Insurance
NPS Score
51
Recommended: Very Likely
Jul '25 - Jun '26
Based on recent customer reviews, Old Mutual Insure shows strong agent-driven service experiences, with consultants like Lisa Joubert, Angel Zwane, Karabo Manaka, Nkosinathi Msimanga, and Tshekgene Moshokoa frequently praised. However, claims handling remains a serious pain point, with customers reporting lengthy delays, rejections, and poor communication during their most vulnerable moments. Pricing transparency and repair quality also draw negative feedback when issues arise.
Old Mutual Insure's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Customers consistently name specific consultants like Lisa Joubert, Angel Zwane, Karabo Manaka, and Nkosinathi Msimanga as patient, professional, and going above and beyond. Agent Quality (4.5) is the standout strength, with reviewers describing genuine warmth, product knowledge, and dedication that turns routine interactions into memorable service experiences.
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 Jan 2020
Tshekgene we appreciate your consistent, Thank you for exceptional prompt payment. You such a good asset to your company. Keep on doing your best. Thanks
1 reviews | Active since Jan 2020
Tshekgene we appreciate your consistent, Thank you for exceptional prompt payment. You such a good asset to your company. Keep on doing your best. Thanks
1 reviews | Active since Jan 2020
Lisa I had a great experience with Lisa from Old Mutual. She was kind, professional, and really went out of her way to help me understand my claim. Thank you Lisa!
The most common complaint about Old Mutual Insure, based on Hellopeter's AI analysis of recent customer reviews, is Pricing, Premiums & Transparency. Pricing (3.2) draws mixed feedback. Retention agents are praised for securing discounts and matching competitor premiums, but customers report unauthorised debits, debits continuing after cancellation, hidden excess increases discovered at claim time, and ITC listings for premiums that were never owed.
Old Mutual Insure scores 3.4 out of 5 on Hellopeter's AI analysis of service quality in Car Insurance, compared to the Car Insurance industry average of 3. Their strongest theme is Agent Service (4.6); their weakest is Repair Quality (2.4). The top AI-rated Car Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
Old Mutual Insure has a TrustIndex of 10 out of 10 on Hellopeter, based on 3,990 reviews in the last 12 months. Hellopeter has tracked Old Mutual Insure across 10,903 total reviews. How is the TrustIndex calculated? →