1Life's pathetic claims processing

Good day

I lost my husband on the 03 December 2022. I have been fighting to recover from his death and dealing with 1 Life is not making this time any easier. The last few MONTHS has been horrific and 1life team has been the most uncooperative people I have had the displeasure of dealing with.

I lodged the claim on the 06 December 2022. I called every other day and confirmed all relevant details. They had no problem when they took the policy installment, even 2 months after his death they were still deducting. Today is the 21 May 2023. Will I receive my claim or even the curtesy of a call in my lifetime. They requested doctor's forms from 2016 till 2022, which I had to pay for, from 2 different doctor's costing almost R1000, which I did and submitted to them.

Again, I have called, left numerous messages but it falls on deaf ears. I am at my wits ends as the call centre and assessor just keeps saying they are busy investigating. I then got feedback after lodging a complaint, that was on 31 March 2023. They keep giving me stories, but the policy was reviewed and premiums were raised over the years, so I fail to see what the problem is. It's like they are fishing for a reason to reject the claim as others have reviewed online.

They now giving me the story that they requested medical records from 2009 (which I could have requested in the 1st place if they asked this from the beginning, which they did not - they asked from 2016 - which I got and sent to them after payment). They have giving me this same story 4 times now over a span of 3 months.

I have repeatedly told them the dr. won't issue the records unless payment is made (which I could have done had they requested this the 1st time instead of giving my the run around). They keep telling me they will deal with it, but to no avail.

It seems I'm not the 1st person to have this issue with them if I read the reviews online. It looks like a ploy to get out of paying benefits.

I have also embarked on a campaign to discourage anyone from taking a policy with them, as I had no issues with the other insurance companies, who settled their matters within 48 hours. I have also set out to convince my family members to cancel their policies with 1Life because I do not wish for them to experience the same trauma dealing with such matters while grieving.

I will now be referring this matter to the ombudsman, the NCC, as well as a lawyer for further investigation.

I am appealing to you for urgent assistance with this matter.

Regards Tasmyn Prins