1 reviews | Active since Nov 2024
Policy no: ***
I have a funeral cover with 1life since 2011 and my policy lapsed due to covid as I was not employed. 1 life called me to advise that they can re-instate my policy as i have been a member since 2011 without a waiting period. I gave 1 life permission to re-instate my funeral policy and they started debiting. I was assured that i am covered with no waiting period. I paid my premium as usual after re-instating it and unfortunately my husband passed away on monday 4th November 2024. upon submitting my claim I am told my claim is declined. I logged a complain and spoke to lerato and lerato advised me that it takes two days to handle a complain. I told lerato that the funeral is on Friday the 8th of November 2024 and she advised me that they need to follow the process. I requested lerato to listen to their telephone recordings to listen to the 1 life representative who assured me that there is no waiting period after re-instating. Lerato is telling me 2 wait two days for the query to be resolved and we need to pay the funeral palour and buy food for the funeral today before the shops closed. 1life has deserved me in re-instating my policy with no waiting period now they are declining my claim. 1 life is showing no remorse or care for their clients and they **** to about no waiting period. I am a mother and widow and have nowhere to go to. I was under the impression that i am covered as i was assured by 1 life upon re-instating my policy that i am covered. This is not acceptable and I am very disappointed to see how 1 life treats their customers when it's time to payout. Customers must be inconvenient because of 1life processes to investigate my claim. I am very disappointed and will not wish such upon anyone. People must be very careful for 1life as they mislead and lie to their clients and do not want to pay out. I am sad, pained and very disappointed at their service. I don't know when to turn to.
They acknowledged that their representative provide me false information but still they don't want to take responsibility for misinforming me as their client.
They acknowledge their fault but they don't take responsibility.
I have the telephone recordings where their representative assured me that I am covered with immediate effect and no waiting period.
If I was informed correctly I would have made necessary arrangements to organize funds for the funeral. All this time I was under the impression that I am covered while I was not.
1Life does not care about their clients and does not take responsibility for their mistakes but they are quick to point out clients mistakes but not theirs. No one wants to deal with such an organization.
Below is the feedback from 1 life insuranc still refusing to take responsibility for misinforming me and providing fauls information.
----- Forwarded message ---------
From: <***>
Date: Tue, 12 Nov 2024, 16:23
Subject: 1Life-*** Mrs Gulston, Dorcas
To: <***>
Cc: <***>, <***>
Text, icon
Description automatically generated
12 November 2024Dear Mrs Gulston
Re: 1Life-***Policy Number: ***Nature of Complaint: Funeral waiting period (Contractual Decline)
We would like to express our sincere appreciation for bringing your concerns to our attention regarding ***. As you are aware, we recently had a telephonic discussion on the 12th of November. You raised the following issues:The decision to decline the claim in respect of the late Mr Gulston due to an incomplete waiting period, even though you were advised that your members are fully covered.
After a thorough investigation into the matter, we would like to provide you with the following feedback:Your policy commenced on the 1st of October 2021.
During the lifespan of this policy, we have noted that this policy has lapsed 3 times since inception.
The last lapse was dated the 9th of July 2024, and you were then contacted on the 10th of July 2024 to offer you reinstatement of your cover.
Having listened to the reinstatement call, we can confirm that at 3 minutes and 28 seconds into the call, the retentions consultant advised the following “The waiting period for natural death is 6 months and 6 paid premiums, death from accidental causes will be covered from the time we receive the first premium after reinstatement.”
Later in the call, you enquired about the waiting period and at 5 minutes and 21 seconds into the call, the retentions consultant advised that we have missed 5 premiums in total and so the waiting period for natural causes will apply.
Admin callYou then phoned our offices on the 10th of October 2024 to add your brother onto this policy.
Having listened to the call we have found that when you enquired on whether your members were fully covered, you were incorrectly advised by the client services consultant who advised you and the extended family members were fully covered.
We would therefore like to apologise for the misinformation as the terms and conditions that were discussed with you at reinstatement were correct and valid.
Having considered the above, and after senior management reviewed the interactions, we regret to advise that the decision to decline the claim due to an incomplete waiting period remains unchanged.We thank you for your patience while we endeavoured to resolve the complaint, and we regret that we could not provide you with a different response.As per your request, I have attached all interactions above for your perusal.In the event that you are not satisfied with the outcome of your complaint, you may follow this link:https://www.1life.co.za/globalassets/home/complaints-process.pdf , for further escalation process.
Kind regards,Nangamso TshoniResolutions OfficerShow quoted text
They acknowledged that their representative provide me false information but still they don't want to take responsibility for misinforming me as their client.
They acknowledge their fault but they don't take responsibility.
I have the telephone recordings where their representative assured me that I am covered with immediate effect and no waiting period.
If I was informed correctly I would have made necessary arrangements to organize funds for the funeral. All this time I was under the impression that I am covered while I was not.
1Life does not care about their clients and does not take responsibility for their mistakes but they are quick to point out clients mistakes but not theirs. No one wants to deal with such an organization.
Below is the feedback from 1 life insuranc still refusing to take responsibility for misinforming me and providing fauls information.
----- Forwarded message ---------
From: <***>
Date: Tue, 12 Nov 2024, 16:23
Subject: 1Life-*** Mrs Gulston, Dorcas
To: <***>
Cc: <***>, <***>
Text, icon
Description automatically generated
12 November 2024Dear Mrs Gulston
Re: 1Life-***Policy Number: ***Nature of Complaint: Funeral waiting period (Contractual Decline)
We would like to express our sincere appreciation for bringing your concerns to our attention regarding ***. As you are aware, we recently had a telephonic discussion on the 12th of November. You raised the following issues:The decision to decline the claim in respect of the late Mr Gulston due to an incomplete waiting period, even though you were advised that your members are fully covered.
After a thorough investigation into the matter, we would like to provide you with the following feedback:Your policy commenced on the 1st of October 2021.
During the lifespan of this policy, we have noted that this policy has lapsed 3 times since inception.
The last lapse was dated the 9th of July 2024, and you were then contacted on the 10th of July 2024 to offer you reinstatement of your cover.
Having listened to the reinstatement call, we can confirm that at 3 minutes and 28 seconds into the call, the retentions consultant advised the following “The waiting period for natural death is 6 months and 6 paid premiums, death from accidental causes will be covered from the time we receive the first premium after reinstatement.”
Later in the call, you enquired about the waiting period and at 5 minutes and 21 seconds into the call, the retentions consultant advised that we have missed 5 premiums in total and so the waiting period for natural causes will apply.
Admin callYou then phoned our offices on the 10th of October 2024 to add your brother onto this policy.
Having listened to the call we have found that when you enquired on whether your members were fully covered, you were incorrectly advised by the client services consultant who advised you and the extended family members were fully covered.
We would therefore like to apologise for the misinformation as the terms and conditions that were discussed with you at reinstatement were correct and valid.
Having considered the above, and after senior management reviewed the interactions, we regret to advise that the decision to decline the claim due to an incomplete waiting period remains unchanged.We thank you for your patience while we endeavoured to resolve the complaint, and we regret that we could not provide you with a different response.As per your request, I have attached all interactions above for your perusal.In the event that you are not satisfied with the outcome of your complaint, you may follow this link:https://www.1life.co.za/globalassets/home/complaints-process.pdf , for further escalation process.
Kind regards,Nangamso TshoniResolutions OfficerShow quoted text