1Life
Verified Business
|3.7|700 Reviews (last 12 months)|Responds in 20h 55m
1Life
Verified Business
|3.7
700 Reviews (last 12 months)
Responds in 20h 55m
Scores reflect the Overall AI Score for each category
1Life
Scores reflect the Overall AI Score for each category
Based on recent customer reviews, 1Life shows a sharply divided customer experience. Long tenured policyholders consistently praise affordable premiums, app rewards and named consultants who handle bereavement calls with real care. Alongside this sits a heavy and recurring stream of complaints about policies activated on pensioners without consent, debit orders that continue after cancellation, and life cover claims that stall for months in validation.
Replied to 98% of negative reviews
Reply time on negative reviews: 20h
TrustIndex
6.1
Ranking
#10
in Funeral Insurance
Reply Time
20h 55m
NPS Score
35
Recommended: Likely
Replied to 98% of negative reviews
Reply time on negative reviews: 20h
Oct '25 - Sep '26
Based on recent customer reviews, 1Life presents a sharply divided customer experience. Policyholders repeatedly praise individual consultants and rapid funeral payouts, which lifts Agent Quality and Customer Care (3.9). However, a persistent pattern of unauthorised debit orders, particularly against elderly grant recipients, together with stalled life and dread disease claims, weighs heavily on Pricing, Premiums and Transparency (2.5) and Communication and Responsiveness (2.7).
1Life's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. Customers name consultants such as Wandile Mazaka, Londiwe Shazi, Cynthia Mokwana and Mikail Van Buuren, describing patience, empathy and clear explanations. A recurring theme is agents helping with missed premiums rather than simply lapsing cover.
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Oct 2019
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.
1 reviews | Active since Oct 2019
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.
1 reviews | Active since Jul 2018
I put in a funeral claim at 1life under first for woman policy last Wednesday. To date I have not received my money. When I called to enquire last Frida, I was told they had been busy with sales calls and could not get to my claim. I am very disgusted that they are pushing to get more clients but are unable to service the clients they already have.
1 reviews | Active since Jul 2018
I put in a funeral claim at 1life under first for woman policy last Wednesday. To date I have not received my money. When I called to enquire last Frida, I was told they had been busy with sales calls and could not get to my claim. I am very disgusted that they are pushing to get more clients but are unable to service the clients they already have.
1 reviews | Active since Sept 2025
I started my life insurance since 2021, I have never met the lady who is working nicely like Mogadi sello continue to cater people like that u choose the right path,because u knows how to treat people I wish miway to keep you up until,,you are such a darling to the people again u have a patience
1 reviews | Active since Sept 2025
I started my life insurance since 2021, I have never met the lady who is working nicely like Mogadi sello continue to cater people like that u choose the right path,because u knows how to treat people I wish miway to keep you up until,,you are such a darling to the people again u have a patience
1 reviews | Active since Jun 2025
The assistant from Wandile was smooth and very effective .my query was resolve promptly.thank you so much for the help
1 reviews | Active since Jun 2025
The assistant from Wandile was smooth and very effective .my query was resolve promptly.thank you so much for the help
The most common complaint about 1Life, based on Hellopeter's AI analysis of recent customer reviews, is Communication & Responsiveness. Cancellation and refund emails draw automated replies followed by silence, and promised callbacks from assessors and managers are often not kept. At the same time, customers describe relentless upsell calls from rotating numbers despite opt-out requests.
1Life scores 2.9 out of 5 on Hellopeter's AI analysis of service quality in Funeral Insurance, compared to the Funeral Insurance industry average of 2.9. Their strongest theme is Empathy & Comms (3.6); their weakest is Sales Practices (1.7). The top AI-rated Funeral Insurance business on Hellopeter is OUTsurance (4.2). How is the AI Score calculated? →
1Life has a TrustIndex of 6.1 out of 10 on Hellopeter, based on 700 reviews in the last 12 months. They reply to 98% of negative reviews, typically within 20 hours. Hellopeter has tracked 1Life across 11,378 total reviews. How is the TrustIndex calculated? →