Cat and Mouse game by 1Life

<p>I like to lodge a complaint and or make people aware of the unprofessional, unfair and insensitive manner 1Life (Gauteng Branch) consultants/staff treat their clients especially in regards to claiming from the insurer. </p> <p> </p> <p>April 20th 2017 my claim was supposed to be approved, however I got a call from one of the consultant's Marlisa to inform me that my claim was denied because of the six months waiting period the insurer has. Angry and confused, I asked why that is. According to 1Life a member will not be entitled to claim should the member die from natural causes. 1Life will only pay claims for accidental death during the first six months and six premiums. This was not properly explained to me upon taking the policy last year October (6 months and 6 premiums later) and or when I called on two occasions to inquire about the claim. I was only told to submit the necessary documents to claim. </p> <p> </p> <p>Long story short, after arguing with Marlisa, explaining to her why am I being told this now at such short notice when I'm relying on the claim for a funeral scheduled this Saturday April 22 2017. She transferred my call to a very rude, stubborn and impatient claims assessor Maureen Dludlu. She was not helpful at all and was quick to decline my claim. She (Maureen) then transferred my call to Mpho the complaint consultant who indicated that the consultant was supposed to explain properly the waiting period to me in detail upon taking the policy. And he'll have the manager call me back. </p> <p> </p> <p>Instead I got a call from the claims leader Tanya Barnard. According to Tanya my policy has 6 premiums, 5 months and a couple of days (not 6 months). HAD MY GRANDMOTHER DIED ON THE LAST DAY OF THE MONTH, THEN MY CLAIM WOULD HAVE BEEN APPROVED, AND NOT DENIED. OR IF I CLAIMED AT THE END OF THE MONTH. I found the former to be totally insensitive, rude and disrespectful especially during such stressful, yet difficult time. When I asked to speak to the manager, she went on to say the manager is busy, in and out of meetings, insinuating that I should be happy she called me back. With no progress with her I requested that she sends all the telephonic discussions (including the day I took out the policy) so as to listen to the conversation in order to make a personal decision as she advised. However, she went on to ask for what reason do I need the telephonic discussions, what do I want to do with them? Till now I'm still yet to receive the recordings even upon requesting them from all the consultants. </p> <p> </p> <p>Fed up with the service I had received, I decided to call head office and spoke to a consultant named Roxanne. Who then transferred me to the very same people (Maureen Dludlu) who failed to assist me. Now I'm left stranded with no and or any help from 1Life. Thank you 1Life for your absolute poor service. </p>