Complaint/Unhappy customer

Unhappy customer with 1Life, they claim to change lives, but I am not sure if it changes for the good or bad?

I have been a member with 1Life for 10 years and I have never imagined that I will be treated with such disappointing/super slow response with regards to a claim that I submitted.

Mid-year of 2021 I was diagnosed with Cancer and to my understanding the policy I have taken with 1Life does cover for this dreaded disease. According to the policy schedule I received, it is advised that a claim is to be submitted within the first 3months of being diagnosed and a payout will be made in 10days from submission of all documents. I understand that not a full payout will be made depending on the stage of the diagnosis.

Confirmation of the diagnosis I received on the 20 July 2021. I 1st struggle to get the correct forms to submit my claim until Smangele Hlongwane gave me the correct forms and advised me what to do on the 30/07/2021 (which I applaud her for that). I submitted the supposed required documents on the 3rd Sept 2021 (delay due to non-consistency of required documents) and I received an auto-reply message that my claim has been escalated to an assessor, I will receive a response in 72 hours. Today, more than 30 days from submission of my claim, I had not received a call, SMS, email, or any form of communication to advise if my claim has been successful or not. Nobody was in contact with me to advise if the documents I sent through are complete or not until I sent a complaint via email to their complaints department on the 13/10/2021.

My complaint was received by a Skhumbuzo Makhaye who acknowledge por service failure from their assessors. He also corrected me on the 10 days turnaround time and advised that claims are paid within 24 hours after a valid claim (after we have received and obtained all relevant documents, validated the documents and management has reassessed and approved the claim). An assessor by the name of Felicity (unsure) called me to advise she received my claim and will give feedback before end of business on the 14/10/2021, she later called and advised that she received my test she just needed to go through it before she can give feedback. 7days later I am still waiting for feedback.

It is very easy to apply and join 1Life, no paperwork needed just a blood test. But claiming with 1Life is a nightmare, so many forms to be completed, affidavits, certified copies with which I have never been requested to submit before and proof of bank statements (even when I have never missed a payment before). This kind of service makes one wonder and start to reassess if I made a good choice by joining 1life. Will my family have to suffer with any payouts that are to be made should anything happen to me? Should I meet with any other misfortune, is this the same non-response that I will get? Do I still want to refer any family & friends to 1Life insurance? Do I still need to keep this policy?

1Life always advises that they offer all services in 1 plan, but now I understand what it is meant when they say do not put all your eggs in one basket ☹

I am glad that I have had my medical aid, the company I work for and my family for the support that I have received. Being diagnosed with a dreaded disease drains a person emotionally, physically, and financially. Very disappointed, unhappy, and doubtful of the choice I have made with 1Life.