*****, *******, changing covers without informing client

Good day

I joined 1life in 2016 because I was purchasing a home with my husband and we needed a life cover.

The process was easy and hassle free, I was notified that a nurse will come through to my work place to do an HIV test , which she did after a day or so.

I had no issues with my policy as I would contact the customer care annually when I was about to travel out of the South African border. Not once on any of my calls I was informed that my cover has been change from a Life Cover to an Accidental life cover.

On the 14th of May 2021, after seeing one of the ads on tv, I realized that I could be paying more for my premium than what is being advertised to cover a 31years old female. I decided to call to find out if maybe I had additional plans under my cover that resulted to the amount I pay monthly. Only to be told by the 1st consulatant that answered my call that my plan was an accidental cover and not a life cover. I assured him that when i signed up with 1life, i took out a life cover and not and accidental cover.

He verified my statement by say " I can see that you initial cover was indeed a Life Cover but for some reason it changed to an accidental cover" I asked him why has it changed and who authorized it, because I don't recall authorizing it. He couldn't give me an answer but instead asked if I have done an HIV test for for my cover. I told him , yes the test was done as a nurse was sent to my office to do the mouth swab test, but I never heard anything from 1life after the test or if it will impact my policy in any way.

He then transferred my call to another agent who might be able to assist me. The lady i was transferred to, kept me on hold for over 6mins after I repeated was I had said to the gentleman before being transferred. Only to tell me that she cant access my initial application to verify if indeed my cover was a Life cover or accidental. I told her that there is no way that I would take a cover that serves no purpose for me and doesn't cover any natural deaths even as little as a Flu.

Since our conversation was not heading anywhere I asked her to change my cover from accidental to a life cover. Her response was that its not possible to change.

So I have been paying over 53 premiums for something that I didn't ask for.

I would like to be sent all my telephone recordings from day one of my communication with 1life and the evidence on how my plan was changed without my consent.

I look forward to hearing back from you soo, or I will have to get my legal representation to take this matter further as I noticed that most of your clients are complaining about the same thin.

What you are doing is ***** and ******** people.