1 reviews | Active since Feb 2014
Bad service and half truth advertising
My husband had a Life over Policy at 1Life Direct. He passed away 05/08/2014, suicide gunshot head at home. Informed 1Life, they e-mailed claim forms for me to complete. Information required: Police and Autopsy report also info about hospitalization, treating doctors and from our Medical Aid with regards to illnesses for which he received treatment. I questioned the medical info they requested due to the manner of his death. Informed by them that this is how their claims process works - this gave me the impression that they are looking for a reason not to settle this claim. Due to the limited characters available I cannot give all the info with regards to the handling of this claim. I need to emphasize 1Life's advertising campaign: During my frequent conversations with client services and claims department: statements made by staff in those departments about their NO MEDICAL OR PAPERWORK : 1. This is their claims process - medical info required. 2. No medical required staff member tried to correct herself with: no upfront medical. 3. Today - no medical or paperwork? answer - need to check whether client disclosed everything. Long delay in settling my claim - until they could find
Thank you for bringing this matter to our attention.
I was informed that our claims manager did contact you to clarify this matter.
He explained that for the life policy to be accepted, no medical examinations are required, just an HIV test. In order to consider a claim, the medical documents are required to assess validity of the claim. The insurance is issued based on the medical information given by the Life Assured during the sales call; the claims department will need to obtain medical information together with confirmation of the claim event to confirm the validity of the contract.
He further discussed 1Life's claims process and the reasons for requesting certain documentation when a claim is being assessed. This is not done to delay the decision of the claim, it is only to ensure that the correct process is followed.
We will look into the manner in which your claim was handled and take any action that may be deemed necessary.
Once again we would like to convey our sincerest condolences to the loss of your loved one. Should you wish to discuss this matter further, please contact our Claims Department 086 10 54 96.
Your sincerely
Kenan Angrik
Thank you for bringing this matter to our attention.
I was informed that our claims manager did contact you to clarify this matter.
He explained that for the life policy to be accepted, no medical examinations are required, just an HIV test. In order to consider a claim, the medical documents are required to assess validity of the claim. The insurance is issued based on the medical information given by the Life Assured during the sales call; the claims department will need to obtain medical information together with confirmation of the claim event to confirm the validity of the contract.
He further discussed 1Life's claims process and the reasons for requesting certain documentation when a claim is being assessed. This is not done to delay the decision of the claim, it is only to ensure that the correct process is followed.
We will look into the manner in which your claim was handled and take any action that may be deemed necessary.
Once again we would like to convey our sincerest condolences to the loss of your loved one. Should you wish to discuss this matter further, please contact our Claims Department 086 10 54 96.
Your sincerely
Kenan Angrik