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1 reviews | Active since Apr 2011

05 Mar 2018, 09:09

1life does not keep to promises

I sent docs for a claim last week as my husband passed away. The funeral was done with funds that were borrowed and needs to be paid back. Last wednesday i sent another document they requested. I was advised turn around time of 24 to 48 hours applies...no problem.i have been calling 1life everyday including this morning and they say the same thing ...its with the assessors for verification. This is a load of nonsense!!imagine if i had to wait for the payout to pay for the funeral..how long would that be!!im now admitted to hospital,still in grief over my loss and i need to deal with this!what are the assessors busy verifying if everything is legit and with them?while i understand processes due to ***** etc. My husband took this policy out over the phone...can they not listen to the recording?and why was i advised of 24 to 48 hours turnaround time if they still are 'assessing'? They should be caring and helpful at a time like this....not keep on delaying the whole thing...or are they now searching for a reason not to pay??what is going on!

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Replies (12)
1Life
1Life's reply05 Mar 2018, 09:24
Official

We would like to convey our deepest condolence on your loss.

We are currently investigating this matter and feedback will be provided to you shortly.

Kindly note that this matter has been assigned to a resolutions officer to assist you.

For queries, please contact our Resolutions Department on ***.

Kind regards
Resolutions Team.

's update05 Mar 2018, 09:26
Reviewer Update
I do not want a cold automated business reply and will not be calling you again. As i mentioned im being treated at hospital currently. YOU GUYS NEED TO EMAIL ME ASAP.
's update05 Mar 2018, 15:32
Reviewer Update
Not very efficient!jus been told today that forensics is verifying everything. Why give a 48 hour turnaround time then?i am not happy at all.
1Life
1Life's reply05 Mar 2018, 17:46
Official

We do apologize for the delay.

We appreciate your patience so far in this regard.

As per our email correspondence, we are following up on the matter and will endeavour to provide feedback timeously.

Kind regards

Resolutions team.

's update06 Mar 2018, 13:21
Reviewer Update
And i emailed Linda earlier on.was advised that a follow up email was sent to forensics and they have not responded. Are you guys serious?! Can you not escalate by speaking to someone senior in forensics?are we going to wait for a response from them forever?well the clock is ticking here!!! Since you dont give me your direct number i have to post here again....u people need to work with a sense of urgency....im so disappointed and disgusted. How would other potential clients feel about your delayed service?you are not even telling me why there is a delay?
1Life
1Life's reply06 Mar 2018, 14:58
Official

Good day,

Thank you for your feedback.

As per your request we have been providing feedback via email. We will be emailing you again shortly with an update.

Kind regards

Resolutions Team.

's update06 Mar 2018, 15:22
Reviewer Update
Well im waiting...you guys dnt reply to all my emails and its now the 5th working day since u received my claim docs....WHAT IS THE DELAY????????????????
's update07 Mar 2018, 08:15
Reviewer Update
Its the beginning of another day. Im still waiting. I have sent you more than one email for today and you did not reply to all of them.i do not dispute you not emailing me....it seems you take your time and do not give feedback until i post on hellopeter,even though this is a complaint and this has wayyyyy passed 48 working hours....no fault of mine. I would appreciate being updated by yourselves as common courtesy Please understand my situation....i just lost my husband and i have all these bills to pay arising from the funeral. This is just unwanted stress for me....your service is slap-dash and would not recommend anyone to take insurance with your company.
's update07 Mar 2018, 12:24
Reviewer Update
It has passed midday and still no email with feedback. You guys are a joke!!
's update08 Mar 2018, 15:49
Reviewer Update
Day 6 now:emailed the resolutions department Linda twice but still no response?!!
's update09 Mar 2018, 07:06
Reviewer Update
Day 7 since all info was sent through and STILL no payment!!!!people pay you for peace of mind but now when it comes to honoring the claim you state 2 days but its now 7 days!!! When would the funeral be held then? Why is the claim still under review?this policy was taken out by my late husband himself and he listed me as the beneficiary...ur call records prove that. You have confirmation of his death and ALL you requested for so what is the delay?and dont give me bull about paying into the account the debit order was deducted from.im the beneficiary and hav sent you my bank statement to make payment into.its friday and you people now want to drag this on to next week. Linda from your resolutions department does not reply to my emails. I would like someone senior to please step in as its way too long now. This is utter nonsense....i expect confirmation of payment TODAY!!!!
's update16 Mar 2018, 13:02
Reviewer Update
I have called the person handling this claim named Kgabo repeatedly everyday. Im always told hes not in the office. I have even emailed him but receive no response. Can someone please give me feedback???im begging...please