Complaint Regarding Ongoing Lack of Service and Inability to Submit Claim on AF Connect

Since 2 March, I have made numerous attempts to get assistance. I have sent several emails and have tried contacting your offices every day, yet my issue remains unresolved.

On the occasions when I do manage to get through to someone, my call is transferred to another department that never answers the phone. The line then goes to an automated message offering the option to press 1 to receive a same-day call back. Unfortunately, despite selecting this option on multiple occasions, I have never received a call back.

The reason I am trying to contact your offices is because I am unable to submit a claim on AF Connect. When I start the claim process and select the amount, the system proceeds to the section where I must confirm my personal details. However, the system does not verify my details correctly because it still reflects my previous surname on record.

This is particularly frustrating because I already submitted my new ID and marriage certificate when I made a claim in September last year, yet it appears that my information was never updated on your system.

Please note that on this step of the claim process, the system does not allow any changes to be made to the information, which means I am unable to proceed with submitting the claim.

I would appreciate it if someone could urgently assist in updating my details on your system so that I can successfully submit my claim. At this stage, it feels impossible to resolve the issue as I cannot reach anyone who is able to assist.

I would greatly appreciate a prompt response and a call from a consultant who can help resolve this matter.