Delays of payment of my pension calim

Item: Alexander Forbes Financial Services
Rating: 1
Author: Sindiso M

Portal Issues Causing Unfair Delays – Urgent Action Needed Company: Alexander Forbes Complaint: I am extremely frustrated with the delays in processing my claim caused by issues within the Alexander Forbes portal. These delays are entirely beyond my control, yet I have been informed that once my claim is finally submitted, it will still undergo the standard 4–6 week processing period.

This is unacceptable. The delay was caused by your system, not by my actions. I have already raised this with your representative, Susan, and requested that the payment be expedited once the claim is processed.

The lack of urgency and accountability is causing significant inconvenience. If this matter is not resolved promptly, I will have no choice but to escalate it to the Ombudsman for Long-Term Insurance and the FSCA. Desired Outcome: Immediate submission of my claim and expedited payment processing without the standard delay. Suggested Tags: Poor Service | Delayed Payment | Lack of Accountability

Helpful (0)

Replies (3)

Alexander Forbes Financial Services's replyOfficial

09 Dec 2025, 16:16

Dear Sindiso,

At Alexander Forbes, our clients are important to us, and I am sorry to learn that you’re dissatisfied with our service. Thank you for taking the time to bring this to our attention.

We hereby acknowledge receipt of your complaint.

We will investigate your complaint and provide feedback on the contact details provided.

Regards

Alexforbes Customer Experience

Alexander Forbes Financial Services's reply09 Dec 2025, 16:16

Official

Dear Sindiso,

At Alexander Forbes, our clients are important to us, and I am sorry to learn that you’re dissatisfied with our service. Thank you for taking the time to bring this to our attention.

We hereby acknowledge receipt of your complaint.

We will investigate your complaint and provide feedback on the contact details provided.

Regards

Alexforbes Customer Experience

Sindiso M's updateReviewer Update

10 Dec 2025, 12:56

itle: Unfair Delays in Claim Payment

Review:
I submitted my claim through the Alexander Forbes portal and provided all required documents. Despite this, I was asked to send another claim form, and now I’ve been told the payment will take an additional 4 to 6 weeks.

This delay is not due to me—it is entirely because of Alexander Forbes’ internal processes. I urgently need this payment, and it is unacceptable for clients to suffer because of inefficiencies. Please prioritize my claim and resolve this matter immediately.

Reference Details:

Policy/Member Number: M***6

Sindiso M's update10 Dec 2025, 12:56

Reviewer Update

itle: Unfair Delays in Claim Payment

Reference Details:

Policy/Member Number: M***6

Sindiso M's updateReviewer Update

04 Feb 2026, 09:46

Dear Alexander Forbes Customer Experience Team,

Thank you for acknowledging my complaint.

While I appreciate that you will be investigating the matter, I must express my concern regarding the excessive delays I have already experienced. I am not prepared to wait up to 8 weeks for payment, especially since these delays are due to Alexander Forbes’ internal processes. The prolonged waiting period is directly affecting me, and I urgently require this matter to be resolved without further unnecessary delays.

I trust that your investigation will be prioritised and that I will receive clear and timely feedback on the contact details provided.

I look forward to a swift and satisfactory resolution.

Sindiso M's update04 Feb 2026, 09:46

Reviewer Update

Dear Alexander Forbes Customer Experience Team,

Thank you for acknowledging my complaint.

I trust that your investigation will be prioritised and that I will receive clear and timely feedback on the contact details provided.

I look forward to a swift and satisfactory resolution.