JN
Jenny N
1 reviews | Active since Mar 2021
08 Mar 2021, 09:14
AIG Hospital Cash Policy - Horrific service
Good day
After submitting the claim for hospital stay and receiving a letter detailing who the allocated examiner is etc. and that she would contact me within 48 hours and the claim would be finalised within 5 days.............. This did not happen and I eventually contacted her myself, only getting my phone call answered after I had tried calling her number 11 times. I was assured that Sibongile would me looking into the claim and would be in touch with me. This claim was lodged on behalf of my 85 year old mother, after the policy was transferred to her name when my father passed away. Despite sending all required documents together with the completed claim form, I receive an email from Sibongile this morning asking for my fathers banking details. Do they not read the actual documentation? Do they not check who the policy belongs to? I have tried calling both Marilyn and Sibongile for the last 45 minutes continuously with no answer at either of their numbers. What must I as client do to get some sort of response,
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Replies (3)
AIG South Africa Limited's replyOfficial
08 Mar 2021, 09:27 Dear Jenny N ,
We acknowledge receipt of your review and we sincerely apologize for the frustration you experiencing with us. One of our consultants will be in contact with you to assist further.
Kindly note that it is never our intention to treat our clients with anything except the highest regard. At AIG we take pride in ensuring our customers satisfaction
Kind regards,
Customer Resolutions Team
AIG South Africa Limited's reply08 Mar 2021, 09:27
Official
Dear Jenny N ,
We acknowledge receipt of your review and we sincerely apologize for the frustration you experiencing with us. One of our consultants will be in contact with you to assist further.
Kindly note that it is never our intention to treat our clients with anything except the highest regard. At AIG we take pride in ensuring our customers satisfaction
Kind regards,
Customer Resolutions Team
JN
Jenny N's updateReviewer Update
08 Mar 2021, 10:26How is it possible that neither Marilyn Lewis (allocated examiner), Sibongile Mkhontwana (delegated to Sibongile by Marilyn) and Beverly Chame (team manager) are all out of office / not taking phone calls / unavailable to clients / on tea break / breakfast break etc. SINCE 8AM THIS MORNING. I have been calling the 3 contact numbers provided for these specific people continuously since 8am. Not one call has been answered. Further to this I have also rep**** on the email received from Sibongile at 5h54 this morning............ to no avail as this person does not seem to read emails either. The letter I received on 26 February, confirmed receipt of the claim and detailed all contacts and stated, and I quote " We will process your claim within 5 working days on receipt of required information and documentation." Needless to say this has not been done! and any action taken has only occurred after I made contact with Marilyn to question the progress. The only other communication from your company was the email received this morning asking for my fathers banking details - my father who passed away in October 2020 despite all documentation clearly stating the policy number which is on my mothers name.
I expect to get a call from either of the above mentioned people with an explanation as to the pathetic service received to date and an update on the progress of this claim, within the next hour. If not I will approach the ombudsman in this regard.
I expect to get a call from either of the above mentioned people with an explanation as to the pathetic service received to date and an update on the progress of this claim, within the next hour. If not I will approach the ombudsman in this regard.
JN
Jenny N's update08 Mar 2021, 10:26
Reviewer Update
How is it possible that neither Marilyn Lewis (allocated examiner), Sibongile Mkhontwana (delegated to Sibongile by Marilyn) and Beverly Chame (team manager) are all out of office / not taking phone calls / unavailable to clients / on tea break / breakfast break etc. SINCE 8AM THIS MORNING. I have been calling the 3 contact numbers provided for these specific people continuously since 8am. Not one call has been answered. Further to this I have also rep**** on the email received from Sibongile at 5h54 this morning............ to no avail as this person does not seem to read emails either. The letter I received on 26 February, confirmed receipt of the claim and detailed all contacts and stated, and I quote " We will process your claim within 5 working days on receipt of required information and documentation." Needless to say this has not been done! and any action taken has only occurred after I made contact with Marilyn to question the progress. The only other communication from your company was the email received this morning asking for my fathers banking details - my father who passed away in October 2020 despite all documentation clearly stating the policy number which is on my mothers name.
I expect to get a call from either of the above mentioned people with an explanation as to the pathetic service received to date and an update on the progress of this claim, within the next hour. If not I will approach the ombudsman in this regard.
I expect to get a call from either of the above mentioned people with an explanation as to the pathetic service received to date and an update on the progress of this claim, within the next hour. If not I will approach the ombudsman in this regard.
AIG South Africa Limited's replyOfficial
08 Mar 2021, 11:22Dear Jenny N,
We acknowledge receipt of your review and we sincerely apologize for the frustration you experiencing with us. We will be following our next steps regarding your concerns you have raised with our office.
Kindly note that it is never our intention to treat our clients with anything except the highest regard. At AIG we take pride in ensuring our customers satisfaction
Kind regards,
Customer Resolutions Team
AIG South Africa Limited's reply08 Mar 2021, 11:22
Official
Dear Jenny N,
We acknowledge receipt of your review and we sincerely apologize for the frustration you experiencing with us. We will be following our next steps regarding your concerns you have raised with our office.
Kindly note that it is never our intention to treat our clients with anything except the highest regard. At AIG we take pride in ensuring our customers satisfaction
Kind regards,
Customer Resolutions Team