1Life Disastrous Life Cover Claim

May2017 i lost my sister. She had a life policy with 1Life direct. We notified one life of her passing about a day or 2 after her passing. After MONTHS of filing in forms, some needing signatures from the person who was driving the ambulance that collected her body from home, and forms that doctors had to fill in (different doctors had to fill in the same information) eventually we submitted everything to their satisfaction. Then they kept quiet FOR MONTHS. We had to call them to ask for feedback, kanti our payout had been approved for a while already but SOMEHOW no one told us this information. Only to find that the life cover had a tumbstone benefit. A few weeks ago we called to find out if, since we had already made a tumbstone in June already, can we claim the costs. The consultant confirmed, and told us to send a certain list of documents to an email address. we comp****. They remain silent. Today, I call to follow up on the claim, I am now told that in fact, we cannot claim the benefit as cash. So I ask the consultant, if that is the case why are they giving different information to clients, also, if they know the claim is not payable in cash, why did they not nofity us of the benefit when we started the claim process. That way, we could of waited for them to process the claim instead of proceeding with a tumbstone.

The worst experience and lack of informed consultants ever.