Car insurance ads usually focus on the glossy stuff—cashback rewards, shiny apps, and promises that you’ll be “in safe hands.” But if you’ve ever been in a fender bender on a rainy Wednesday morning or faced the stress of writing off your car after a highway accident, you know none of that matters as much as one thing: claims service. That’s the moment of truth. The time when you find out if all those premiums you’ve been faithfully paying actually mean something.
In South Africa, two giants often come up in this conversation: Old Mutual and Momentum. Both have long histories, trusted names, and more billboards than I can count on the N1. But which one actually makes the claims process less of a nightmare? That’s what I wanted to unpack—drawing not only on the formalities of what each insurer offers but also on stories, lived experiences, and the subtle frustrations people whisper about over braais.
Why Claims Service Matters More Than the Brochures Suggest
Let’s be honest: when you’re signing up for insurance, you’re not really picturing the day you’ll need to use it. You’re comparing monthly premiums, maybe asking about excess, and then moving on with life. But claims service? That only comes into the picture when things go wrong. And unfortunately, that’s when you’re at your most vulnerable—angry, anxious, or even shaken up after an accident.
Good claims service can feel like a warm blanket during chaos. Poor claims service? That’s when you start muttering, “Why am I even paying for this?” under your breath while sitting on hold for 40 minutes.
So, when comparing Old Mutual and Momentum, the question isn’t just “Who’s cheaper?” but “Who actually shows up when you need them?”
Old Mutual’s Reputation in the Claims Game
Old Mutual is one of those brands your parents probably trusted before you even had a driver’s license. Established in the mid-1800s, they’ve got a legacy that screams stability. On paper, that legacy often translates to a structured, relatively predictable claims process.
From what I’ve gathered, Old Mutual tends to stick closely to their rules. That can be comforting—if your claim fits neatly into the boxes, you’re likely to get it sorted without too many hiccups. I spoke with a colleague who had her car rear-ended in Cape Town last year. She filed her claim online, got assigned a panel beater within three days, and had her car back within three weeks. “It wasn’t exactly quick,” she told me, “but it was smooth. They kept me updated, and I didn’t feel like I was fighting them.”
That said, Old Mutual’s rigidity may be frustrating if your situation is less straightforward. For example, someone who had their car damaged during the KZN floods told me their claim dragged on for months. The sticking point? Whether the damage counted under the right type of cover. “I felt like I was arguing with a lawyer, not an insurer,” he said. It wasn’t a flat-out rejection, but the back-and-forth left him exhausted.
So, Old Mutual may be best described as consistent—but maybe not flexible. If your accident is clear-cut, you’ll probably walk away satisfied. If it’s murky, prepare for a lot of emails.
Momentum’s Approach to Claims
Momentum, by contrast, often markets itself as more customer-centric. Their ads highlight quick responses and tech-driven processes. They’ve leaned heavily into digital tools, which can be a lifesaver when you don’t want to wait until business hours to start filing a claim.
A friend of mine who drives for Uber in Johannesburg told me he once had a minor bumper smash at 10 p.m. He filed a claim through Momentum’s app before even leaving the accident scene. By the next morning, he’d already received confirmation and a list of approved repairers. That kind of responsiveness really impressed him—especially since downtime in his line of work means lost income.
On the flip side, Momentum’s tech-heavy approach may not suit everyone. An older family member told me she found the app confusing and ended up phoning instead. Her words? “They kept asking me to log in, but I just wanted to talk to someone.” And while Momentum does offer call-centre support, it’s not always as fast as the app-based system.
Then there’s the perception—whether fair or not—that Momentum is sometimes stricter about payout amounts. Several online forums mention people feeling like their settlement offers were “on the low side” compared to quotes they’d sourced independently. It’s not that claims weren’t paid, but rather that customers felt shortchanged.
So Momentum seems to shine when speed is your top priority, but the question of fairness (or at least perceived fairness) lingers.
A Personal Anecdote: Two Different Experiences
To bring this closer to home, let me share two stories I’ve seen firsthand.
Years ago, when I was still new to car ownership, I had a minor accident covered under Old Mutual. The process wasn’t glamorous—I had to fill in what felt like 20 forms and drive my car to an approved panel shop across town—but they got it done. I remember feeling mildly irritated but not cheated. The claim took about three weeks to finalise, and while it wasn’t lightning-fast, it was predictable.
Compare that to a friend’s Momentum experience last year. She hit a pothole (classic Joburg story) and bent her rim beyond repair. Within 24 hours, she had approval for a replacement. She was back on the road in days. That kind of quick turnaround made her swear by Momentum. But she also admitted she had to push back when the original settlement didn’t quite cover the exact replacement rim she needed.
Those two experiences highlight the trade-off: Old Mutual may be slower but steady, while Momentum is fast but may require a bit more negotiation.
The Human Element: Customer Service and Communication
Claims service isn’t just about approvals and payouts. It’s also about how you’re treated along the way.
Old Mutual’s communication style leans formal. You’re likely to get official emails, structured timelines, and polite call-centre staff. It feels professional, but sometimes almost too professional—like dealing with a bank.
Momentum, meanwhile, leans into friendliness and quick touchpoints. You might get WhatsApp-style notifications and shorter response times. For younger drivers or those who are glued to their phones anyway, this can feel refreshingly accessible. But for people who value a personal relationship with an advisor, Old Mutual may feel more reassuring.
Subtle Critiques of Both
It would be misleading to crown either insurer the outright champion. Each has weak spots.
Old Mutual’s biggest drawback appears to be speed. Their structured process can feel sluggish in a world where people are used to next-day deliveries and instant notifications. For busy families or gig workers, waiting weeks for a resolution may be unacceptable.
Momentum, while fast, seems more prone to disputes over settlement values. Some may interpret that as penny-pinching, others as simple prudence. Either way, if you don’t like arguing over details, you might find it stressful.
So, Which One Should You Choose?
The answer depends on your personality and circumstances.
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If you’re the kind of person who values predictability, doesn’t mind a bit of paperwork, and would rather have a thorough process than a rushed one, Old Mutual may suit you better.
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If speed is your priority—say you rely on your car for work or simply hate waiting—Momentum will probably feel like a better fit. Just be prepared to double-check that the payout truly covers your needs.
As one motorist put it on a forum I stumbled across: “With Old Mutual, I wait but don’t fight. With Momentum, I move fast but argue.” That line stuck with me because it captured the essence of the trade-off.
Final Thoughts
Car insurance is one of those grudge purchases we all complain about, yet silently rely on. And when it comes down to it, claims service is where insurers reveal their true character.
Old Mutual, with its decades of reputation, offers a steady, sometimes bureaucratic hand. Momentum, with its tech-forward edge, offers speed and convenience, but perhaps at the cost of negotiation energy.
The truth is, no insurer is perfect. Your experience will depend on the accident, the context, and even the luck of which consultant handles your file. But if you go in knowing the tendencies—Old Mutual being the reliable plodder, Momentum the speedy negotiator—you can make a choice that suits your lifestyle.
And honestly? If you’re anything like me, you’ll still grumble about premiums every month. But at least you’ll know who’s likely to make life a little easier when that dreaded day arrives and you’re standing on the side of the road, staring at your damaged car, wondering how long this mess will take to fix.