POOR SERVICE FROM 1LIFE

Extralty to existing clients?

I joined 1Life in 2021 and have been paying my funeral policy premiums for several years. I chose a policy where both the premium and the cover amount increase annually. I was informed about these increases when I took out the policy, and the annual increases are also provided for in my contract.

However, circumstances can change, and unfortunately, in June 2026 I lost my job. At my age and with my particular skills, finding another job may be extremely difficult. This has placed me under significant financial pressure.

As a responsible client, rather than simply cancelling my policy, I contacted 1Life to ask whether I could change to a standard premium option where the premium and cover amount would remain fixed, without the annual increases.

This is where my disappointment with 1Life really began.

I was assisted by Nikita, who advised me that I would have to take out a new policy and would therefore be subject to a new 3- or 6-month waiting period.

I find this extremely concerning.

I have already been a 1Life client since 2021 and have been paying premiums for years. Why should I suddenly be treated as a completely new customer simply because I need to change my policy structure after losing my income?

My understanding is also that waiting periods may be waived in certain circumstances for new customers moving from other funeral policies. This raises a very important question: why can't an existing 1Life client, with an established payment history, be given a reasonable option to restructure their existing cover without being treated as a brand-new customer?

When I raised this concern, I was told that this is simply how 1Life operates and that the company needs to make a profit.

I understand that 1Life is a business and needs to make a profit. However, clients are also real people whose circumstances can change unexpectedly. Losing a job is not something anyone plans for. Surely there should be some consideration for existing clients who are trying to maintain their cover rather than cancel it altogether.

What is particularly disappointing is that I was never made aware that if my financial circumstances changed and I needed to move to another premium structure, I could potentially be forced to start a new policy and face a new waiting period.

This experience has seriously affected my confidence in 1Life.

My advice to anyone considering taking out a 1Life policy is to look beyond the initial premium and cover amount. Ask very specific questions about what happens if you lose your income, need to reduce your premium, or need to change your cover structure in the future. Get these answers in writing before committing yourself.

I joined 1Life in good faith in 2021 and have remained a paying client for years. I expected that loyalty to count for something when my circumstances changed.

Instead, I was left with the impression that once your circumstances no longer fit the product you originally chose, you may simply be treated as a new customer.

This has been a deeply disappointing experience, and I believe 1Life needs to reconsider how it assists existing clients who experience genuine financial hardship and want to continue maintaining their cover.