Failure to honour payments

Good day,

*Re: 1 Life Funeral Policy*

My part-time domestic worker asked for my assistance in obtaining a funeral policy, as she was concerned that should something happen to her, her 5 children, of which 3 are minors, would at least be able or have the means to bury her.

February 2023 a financial advisor from 1 Life contacted me and we made arrangements for him to meet me at my home, so he could meet with, and sign up my domestic worker for a funeral policy. As she didn't own a cellphone number, or have an email address for that matter, he agreed my contact details would suffice. They agreed on the contract and he sent an OTP (One Time Pin) which was accepted in my presence by my domestic worker and on my phone. I was merely the premium payer and never anticipated her untimely death, which happened December 2023,whilst I was on holiday in Cape Town.

As I wasn't in a position to assist, I contacted the broker and then submitted all the required documents to 1LIFE. I was informed that the claim has been sent for verification and it would take 14 days to resolve, which had a tremendous impact on the family. After 14 days I was then told that the matter was not resolved and I should just wait until they call me and that there is no time period for this,which obviously was unsatisfactory. I tried calling the broker who did not take my calls,only to find out that he was suspended. I then spoke to the complaints department and after another 2 weeks, I was sent an email stating that they will not be honoring their *** refused to honour the claim due to irregularities on the contract. I have been paying premiums diligently for almost a year, without 1Life ever contacting me or highlighting any "irregularities" to the contract. The broker has since returned to work and was issued a last written warning, due to his failure to follow internal protocols. Protocols neither I or my later domestic worker was aware of or even made aware of by 1Life, who happily debited my account every month.

I have done nothing wrong and 1Life now refuses to honour the claim. Their financial advisor never informed us any contract had to be signed and insisted once the One Time Pin (OTP) is accepted on our side, the contract is in-force, which is why my bank account was debited for premiums for almost a year.

Their decision letter states, "Investigations revealed that the policy was not digitally signed by the late assured life". Yet, they issued a last written warning to their employee.

I hope to receive a response from 1Life and failure thereof will necessitate me to escalate the matter via the necessary channels and institutions.

Regards