Customer Service Review 1Life Insurance

I feel compelled to share my deep disappointment with the way my wife were treated when we reached out to 1Life regarding life cover.

My wife is currently in remission after a battle with cancer. Following such a difficult journey, we felt that securing life cover was a responsible and meaningful step for our family’s future. Unfortunately, what should have been a conversation filled with understanding, empathy, and guidance turned into a cold and dismissive exchange.

The moment the agent heard that my wife had been declined by a previous insurer, the conversation lasted no more than ten seconds. Without asking further questions, offering alternatives, or even showing a trace of compassion, the agent simply remarked that she “would not waste any of her time” because my wife would be declined at 1Life as well. The call ended, leaving her shocked, hurt and deeply disappointed.

At no point did she feel that the agent recognized the emotional weight of our situation. Instead of being treated like human beings seeking reassurance and options, she felt reduced to nothing more than a quick judgment call and dismissed as though our time and feelings did not matter.

I am not writing this because I am still interested in your cover. I am writing this because I strongly believe 1Life needs to reflect on its customer service approach. Sensitivity, compassion and humanity must never be optional, especially when dealing with individuals who have gone through life-changing illnesses. A few extra moments of genuine care could have made all the difference.

This experience has not only left us disheartened but has also convinced us that 1Life’s values may be more aligned with business efficiency than with truly caring for people. I hope this feedback encourages the organization to re-examine how its agents handle vulnerable clients, because behind every call is a human story deserving of respect and dignity.