1Life Rewards App – Two R20,000 Wins Disappear After App Freezes

## 1Life Rewards App – Two R20,000 Wins Disappear After App Freezes

I am extremely disappointed with the way 1Life has handled a technical issue involving their Rewards App.

As part of my 1Life policy benefits, I receive three free spins on the Rewards App each month. In July 2026, I used my three allocated spins.

The first spin resulted in a voucher, which successfully reflected in my Rewards wallet. This confirmed that the rewards system was working and that the result was being recorded correctly.

However, the second spin landed on the R20,000 prize. At the exact point where the R20,000 prize was displayed, the application froze/crashed. I restarted the application, but the R20,000 prize was not reflected in my wallet.

I then used my third and final free spin, and exactly the same thing happened again. The wheel landed on the R20,000 prize, the application froze, and after restarting the app, there was no R20,000 reward reflected in my wallet.

In other words:

* Spin 1 – Voucher won and successfully credited to my wallet. * Spin 2 – **R20,000 won, application froze, reward not credited.** * Spin 3 – **R20,000 won, application froze, reward not credited.**

I immediately contacted 1Life and reported the issue. Initially, I was told that they required a screenshot from my wallet showing that I had won R20,000.

I explained that this was **not possible**, because the application froze at the exact moment the R20,000 prize was won. The absence of the prize in my wallet is actually the problem I was reporting.

I then specifically requested that 1Life investigate the matter using their **backend system records, transaction logs and application/server logs**. The system should be able to establish whether my three spins were used, what results were generated, and whether there were failed or interrupted reward transactions.

To 1Life's credit, on 27 July 2026, Corne Van Zyl confirmed in writing that my query had been referred to the administrators of the Rewards App for further investigation and that he would provide feedback.

However, I have still not received a proper outcome.

My complaint reference is:

**1Life-***** **Policy Number: *****

What concerns me most is that I am not simply claiming that I won R20,000 without any basis. I am asking 1Life to check their own system records.

There were three spins. The first successfully generated and credited a voucher. The next two resulted in the R20,000 prize and, on both occasions, the application froze immediately afterwards.

I have provided 1Life with every opportunity to investigate this technically, yet I am still waiting for a proper explanation.

I would like 1Life to answer a very simple question:

What does your backend records show happened to my second and third spins on 21 July 2026?

If the system shows that I did not win the R20,000 prizes, then please explain exactly what happened to those two spins and provide the technical basis for that conclusion.

If the system does show that the R20,000 prizes were generated but the rewards failed to be credited due to a technical error, then I expect 1Life to honour those prizes.

I am posting this on HelloPeter because I believe customers should be able to have confidence that promotional rewards offered through an insurance company's official app are properly administered and that genuine technical failures are investigated fairly.

I am still willing to resolve this directly with 1Life, but after several weeks, I believe I am entitled to a proper answer and resolution rather than simply being told that I need a screenshot of something that the application itself failed to record in my wallet.

1Life please investigate your system logs and tell me what happened to those two R20,000 spins.