Unhappy with the claim's process/outcome

Dear 1Life Claims Department,

I am writing to formally raise a 3rd urgent complaint regarding our funeral policy claim, reference number AUTOGENVAP***.

The claim was registered on Thursday, 9 April 2026. However, yesterday my mother was informed that the claim would not be honoured. This has come as a shock and is extremely distressing, particularly given that premiums have continued to be debited from my account.

Following this, I escalated the matter to your claims department, but to date, we have not received any feedback or communication. This lack of response during such a difficult time is deeply disheartening, as we are being taken from pillar to post without clarity or support.

I kindly request the following as a matter of urgency:

A clear written explanation for the decision to decline the claim Confirmation that policy was cancelled due to non-payments An urgent reassessment of the claim Immediate contact from a senior claims consultant or manager

Given the sensitive nature of this matter, I request that someone contacts us asap to provide clarity and assistance.

We trust that this matter will be handled with the seriousness and urgency it deserves.

Yours truly Mr KE