Old Mutual underwrites life, funeral and personal risk cover in South Africa. This page covers the routes for its insurance products and claims, which are separate from the general customer service line. The details below were read from Old Mutual’s claims pages on 2 September 2026.
Official provider route
- Death and funeral claims: 0860 60 7000
- Personal risk cover claims (disability, severe illness, retrenchment): 0860 222 274
- USSD funeral claim: dial *120*6672# free, then option 1
- WhatsApp: save 0860 933 333 and send Hi
- Online: submit a funeral or life claim through oldmutual.co.za
The two claims numbers are not interchangeable. A death or funeral claim goes to 0860 60 7000; a disability, severe illness or retrenchment claim goes to 0860 222 274. They run different processes with different forms.
The USSD route is genuinely free to dial, which matters when a family is starting a funeral claim without airtime or data.
Product or service support
Old Mutual publishes the payment standard it works to: once all required documentation is received and the claim approved, it aims to pay final expenses death benefits within 48 hours and all other death claims within 15 working days. Those clocks start on complete documentation, not on the date you first phoned – which is why the forms matter more than the call.
Each claim type has its own form, and sending the wrong one restarts the wait:
- Death cover: death benefit claim form, beneficiary claims form, certificate of medical attendant, and a declaration by police where applicable
- Funeral cover: funeral claim form
- Terminal illness: terminal illness claim form
- Retrenchment: two separate forms – one completed by the owner, one by the employer
- Maternity and paternity: the maternity or paternity form
Disability and impairment claims are consolidated into Old Mutual’s How to Claim Guide, which covers functional and physical impairment, accidental disability, the sickness benefit and the family support benefit.
Eligibility, account or policy requirements
A retrenchment claim needs input from your employer as well as yourself – the employer form is a separate document, and claims stall while it is outstanding. Start that request early.
Death claims require documents from third parties too: a certificate of medical attendant from the treating doctor, and in some circumstances a police declaration. Neither is within your control, so request them as soon as the claim is opened.
Claims may be posted to MutualPark, Jan Smuts Drive, Pinelands, 7405, or PO Box 4512, MutualPark, 7451, as well as submitted by email.
Escalation route
Keep the claim number and a record of exactly which documents were sent and when. Where a claim is declined, ask for the reason and the policy clause in writing before escalating.
Suspected fraud goes to Old Mutual Tip-offs Anonymous, a 24/7 toll-free line on 0800 222 117 or [email protected], operated independently of Old Mutual.
An unresolved life, funeral or risk cover dispute goes to the National Financial Ombud Scheme at no cost. Adviser conduct falls to the Financial Sector Conduct Authority. Old Mutual Limited is a licensed controlling company of the designated Old Mutual Limited Insurance Group, registration number 2017/235138/06 – quote that in formal correspondence.
Sources
- oldmutual.co.za claims and contact pages, read 2 September 2026