Bad attitude from a 1Life representative

Seriously appalling service I received from a 1Life representative, named Ntokozo Mkhize. I contacted the contact centre to update my banking details. After waiting for so long, this guy finally picked the phone up and only asked my policy or ID number. I furnished him with the ID number and advised of my query. He sarcastically asked why I had cancelled the life cover I had. I stopped him and advised I was running out of airtime and kindly asked if he would be able to assist. He promised to return my call after he condescendingly told me I didn't have to be rude. How can one tell a customer that? I was shocked.

After a while, he called back, confirmed my name and just transferred the call to another representative without informing me. I was surprised with his hold procedure. I immediately thought how difficult it would be should the unfortunate happen and I had to call the contact centre again and encounter the same service I received from Ntokozo.

Luckily the lady that answered (Winny) was very polite and was actually smiling. I could feel her smile on the phone. She assisted me and kept me on the loop what was happening (system issues and so forth). She was kind and apologized on behalf of the previous representative. When I asked her to reinstate my life cover as well, she promised she would ask a colleague to call me back and immediately I received a call.

Noxolo Mbovane called, she always portrayed service excellence and was very appreciative of engaging with a customer. Great customer service!

I’m only writing this to ensure proper training is provided to the needy. It would be disastrous if 1Life customers would opt for other insurers merely because of bad attitude from representatives. I know for a fact I do not want to be cornered and interrogated why I had to cancel one of my plans in the future. Please sort this out.