1Life - Service Must Improve

My wife was diagnosed with a Dreaded Disease in September 2025. She then called 1Life to start the claim process. After a few attempts at filling in the forms and getting all the information needed, it was finally then handed to a claim's assessor in November. We phoned 1Life a few times during November and December and were told "the claims assessor is still busy with the claim". Not hearing anything from anyone, via email or a phone call, we called 1life again and again and finally lodged a complaint. On 08/01/2026 an email was received from Sunette Syce stating that she had taken over the assessment of the claim. To date we have not received any communication from her or anyone in the complaints team to provide any feedback. A few emails have been sent to her and no response. My wife called 1Life on 27/01/26 and was told that they are going to escalate to Sunette's manager. No feedback still. This is not how people should be treated that have been diligently paying their contributions for years without any hassle! At this low point you should be there making things seamless and easy for your clients. This type of service is sad seeing that you are dealing with people's lives where the money owed can be used for all shortfalls.