EXTREMELY DISAPPOINTED WITH THE TERRIBLE SERVICE AND CALLOUS ATTITUDE OF YOUR STAFF

I laid my husband to rest on Saturday the 23rd of September 2023.

I made a claim with 21st Century in Dube on Wednesday the 20th after being issued with the Death Certificate further to the release of my husband's body from the Forensic Pathology Service.

First of all I made a million calls to your *** and 012 285 001 - both numbers which either dont work, or cant get through or when you do get through the receptionist will tell you that she cannot transfer the call or even worse someone will call you back but they never do.

Payment of the initial R2000 as well as the airtime for the R1000 was made on saturday morning - 2 days after the period promised which is immediately upon receipt of the claim.

I contacted your offices again on Tuesday the 26th, 3 days after the burial to follow up on the Grocery Fund of R10,000 and the inkomo benefit of R8,500 - and lo and behold i was sent from pillar to post.

If there is a consultant i havent spoken to between Friday the 22nd and today being Tuesday the 27th then it means that consultant was offsick or on leave.

Did i mention that MY HUSBAND died and no one cares obviouly.

Today i called again and now this time around the phones were not working.

By the way, yesterday I spoke to Christine who promised me that payment will be made this morning and she will call me and also email me proof of payment. Well I should have known.

Today your receptionist MONICA insists that i cannot be transferred or hold on the line because the phones are not working, they have been diverted to hr cellphone and I cannot be transferred to CHRISTINE or NTHABISENG.

That NTHABISENG first did not want to assist because strangely CHRISTINE is on another call, i mean how so when your phones are not working? who is CHRISTINE calling at 3pm when she failed to call me the whole day as promised?

then that NTHABISENG tells me to hold on whilst she goes to check with finance and ultimately MONICA drops my call because im just lingering on her phone obvioulsy waiting for nothing.

Not to mention that I did send an email which returned a ticket number but no further response or resolution to the problem.

OH MY GOD!!!!!! WHAT A NIGHTMARE!

None of these people even bothered to ask me for your policy number - well i guess it doesnt matter because i am not going to get help either way.

I know you dont care about my bereavement or my claim, and my measly R230pm for almost 10 years equating to a little over 100 months is NOTHING to you, but believe me it is a lot to me.

I am awaiting payment for the Grocery Fund (R10,000) and Inkomo Benefit (R8,500).

I have had the policy since 2014 and my husband has been a beneficiary since 2019 - that is almost 10 years of membership and 4 years for my husband. I have never missed a premium, yet you have had several issues with your billing system including double billings at some point. Surely I do not deserve this kind of treatment or service.