Stagnant 1life policy claim

Loosing a mother abruptly, full of life, loving and carrying to preparing funeral arrangements was one of the hardest experience I had to endure. Being the eldest of three, one still in primary school who now lives with me was a difficult transition for my little sister, new school, new environment etc.

Little did I know I was going to be moved around in circles by 1Life life cover. Life claim was received on the 18th of July 2024, up until this date they only gathered information from 4 hospitals.

1. After a month I made a follow up only to being told that the assessor that was handling my claim is no longer working for the institution, someone new had to start from the bottle assessing the claim.

2. Communication was sent to respective institutions requesting medicals for over a month with partial to no response, until I requested my sister to directly go to the hospital and request that they revert back to 1life and help them gather information unlike them not taking any measures to call or insist a follow up. This helped as they could now communicate and get response in due time.

3. I was informed two months ago about 1Life sending their forensic team to obtain medicals from the institutions my late mother attended to needs be they do not get any progress from the public institutions who are allegedly delaying the process. However not assessing a claim for a full month and three months later the lasted up date is that they got responses from the public clinics and are waiting for their forensic team to intervene.

I call almost every second week to be told the same thing over and over again. Can I get a proper prompt update on the matter and stop escalating the matter only when I do a follow up. So I can get a conclusion on the claim.

Yet you have the audacity to send me mails, calls and SMS s for me to join the policy yet this is how you treat the beneficiaries after the passing of the main member!