Misrepresentation from sales team and poor customer service

The overall experience with 1life was extremely disappointing and emotionally exhausting during an already painful time. Communication from the sales representative was unclear regarding the policy terms, benefits, and claim requirements, which caused confusion and distress when submitting a claim after the passing of my husband, who specifically wanted a life cover policy that would provide cover in the event of death due to natural causes. It felt as though advantage was taken of the fact that my husband did not fully understand how insurance policies and their conditions work, resulting in important information not being properly explained during the sales process. This created the impression that the focus was more on meeting sales targets and monthly quotas than ensuring that he fully understood the policy being sold.

Dealing with the claims and complaints departments added significant emotional stress to the situation. The process felt frustrating, draining, and insensitive, with repeated follow-ups, delayed responses, inconsistent information, and a lack of urgency or empathy throughout the matter. Instead of receiving support during bereavement, the experience became emotionally overwhelming and difficult to cope with.