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Insurance & Medical Aid · Contact details

Old Mutual Policy Contact Details

Verified 16 September 2026Official source onlyIndependent directoryReport a wrong number

Old Mutual’s policy enquiries email address is service@oldmutual.com, its Service Centre mailbox, and the Service Centre line is 0860 933 333, answered Monday to Friday 08:00 to 17:00. For withdrawals from 2-in-ONE Plans, Life Plan and Savings 4 Retirement policies, Old Mutual gives a separate mailbox, GSEnquiries@oldmutual.com. Put your ID number, policy number and contact details in every email. We read Old Mutual’s Contact Us, Claims and Compliments and Complaints pages on oldmutual.co.za on 16 September 2026.

ContactDetails.co.za is an independent directory. We are not Old Mutual or a financial adviser, and we cannot access, change or cancel a policy.

Official provider route

What it is forContact
Policy enquiries by emailservice@oldmutual.com
Policy enquiries by phone, or WhatsApp self-service (send “Hi”)0860 933 333
Withdrawals from 2-in-ONE Plans (Savings, Education), Life Plan and Savings 4 RetirementGSEnquiries@oldmutual.com, or your adviser
Withdrawals from the Tax Free Savings Account, Invest Flexible Plan, unit trusts, MAX Investments, XtraMA, MAX Optimal, Flexidowment and Flexipensionservice@oldmutual.com, your adviser, or online via Old Mutual’s secure site
Death, funeral and terminal illness claim formsservice@oldmutual.com; 0860 60 7000
Maternity, paternity and retrenchment claim formscontactus@oldmutual.com; 0860 222 274
Complaints about a policycomplaints@oldmutual.com

Old Mutual Insure and iWYZE policies have their own claims pages, so these Service Centre mailboxes are for Old Mutual life, funeral, risk and investment policies.

Product or service support

Much of what policyholders need can be done without calling. Once you register on Old Mutual’s secure site or open the Old Mutual App, you can make withdrawals, submit claims, download documents such as tax certificates, update your personal and beneficiary details, and manage payments.

  • Funeral claims can also be started on WhatsApp (option 1 on the 0860 933 333 menu) or free of charge on the USSD code Old Mutual prints as *120*6672.
  • After receiving all documents and approving a valid claim, Old Mutual aims to pay final expenses death benefits within 48 hours and other death claims within 15 working days.
  • Severe illness and disability claims each have a “How to Claim Guide” with all forms, and some claims need a visit to a medical specialist.
  • Keeping contact and beneficiary details up to date stops policy money becoming unclaimed. Old Mutual’s unclaimed benefits page lets you check for money owed on any product except pensions, provident funds and retirement annuities, which have a separate check.

Eligibility, account or policy requirements

For a claim, Old Mutual asks for a copy of the ID of the contracting party, the life covered or the beneficiary; a birth certificate if you claim for a child; proof of address; banking details; a letter of executorship if the benefit is paid to an estate; and proof of income for an income benefit. Payouts go only to a bank account in the claimant’s own name, not in cash or to someone else’s account.

Certified copies can be made by a commissioner of oaths at a police station, legal office, bank or Old Mutual branch. Claims can be emailed to the Service Centre or posted to PO Box 1759, Cape Town 8000. Old Mutual lists the reasons a claim can be declined: policy exclusions, fraud, errors on the claim form, a claim outside the cover, non-disclosure when the policy was taken out, or a claim the customer abandons.

Escalation route

  1. Complain to complaints@oldmutual.com or on 0860 933 333. Give every policy, account or member number involved, the facts, copies of relevant documents, proof of any loss and the outcome you want.
  2. If the call centre, department or branch cannot solve it, ask for it to go to the Client Relationship Manager or manager, and then to Complaints Management.
  3. If you are still unhappy, take the case to Old Mutual’s Office of Internal Arbitration on 021 509 1770 or arbitrator@oldmutual.com.
  4. Outside Old Mutual, the National Financial Ombud Scheme handles life and insurance policy complaints free of charge on 0860 800 900 or info@nfosa.co.za.

To report suspected fraud involving an Old Mutual policy, use Tip-offs Anonymous, a toll-free line open 24 hours, on 0800 222 117.

Sources