Old Mutual Rewards Contact Details

Old Mutual Rewards has its own desk with its own hours, separate from the main client service line. Points, tiers and redemptions go here; a question about the policy that earns the points does not.

Official contact details

• Telephone: 0860 700 800, Monday to Friday 08:00 to 17:00
• Email: rewards@oldmutual.com
• Old Mutual general client service, for the underlying product: 0860 933 333
• Old Mutual service email: service@oldmutual.com

Note the hours. The Rewards desk closes at 17:00 on weekdays and does not run at weekends, while the main client service line and the WhatsApp channel keep going longer. If your question is about a policy rather than about points, use the main line and you will be helped sooner.

What the Rewards desk can settle

• Points that have not appeared, or appeared later than expected
• Your tier and what moved you between tiers
• A redemption that failed or a voucher that did not arrive
• Linking or unlinking a product to the rewards profile

Have your identity number and the product or policy number to hand, because points are earned against products and the desk traces them that way. If a specific transaction is in dispute, give the date and the amount rather than describing it.

Points are not money

This is worth being clear about before you make plans around a balance. Loyalty points are contractual, governed by programme terms that can change, and they usually expire. They are not a deposit and they are not protected the way money in an account is. Read the programme terms for the expiry rule and the notice period for changes, and redeem rather than accumulate if you are near an expiry date.

The same applies to tiers. A tier earned on the strength of a product you later cancel generally falls away with it, which surprises people who cancel one policy without thinking about the knock-on.

The scam that targets loyalty programmes

Rewards accounts are attacked more often than people expect, because a points balance can be redeemed quickly and quietly. Nobody from Old Mutual will phone and ask for a one-time PIN to release your points, or ask you to pay a fee to unlock a redemption. If you get that call, end it and phone 0860 700 800 yourself.

Be equally wary of messages announcing that you have won Old Mutual Rewards points in a competition you did not enter. That is a standing phishing template, and the link in it is the payload.

If it is not resolved

Put the complaint in writing to the rewards mailbox and keep the reference. Old Mutual publishes a complaints route on its own site, and suspected fraud goes to Old Mutual Tip-offs Anonymous on 0800 222 117 or toahotline@tip-offs.com, which runs 24 hours and takes anonymous reports.