JK
Joleen K
1 reviews | Active since Oct 2023
05 Aug 2025, 12:23
No communication and delayed payouts
Submitted documentation on 9 June 2025 with no feedback at all. Enquired three times and was told on 05 August 2025 I have to resubmit the documentation, further delaying the process by another 6 weeks. I am appalled by the lack of communication with clients and a very slack attitude around client service.
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Replies (2)
Alexander Forbes Financial Services's replyOfficial
06 Aug 2025, 07:52 Dear Joleen, 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 and apologies for the inconvenience caused. We will investigate your query and provide feedback with the contact details provided. Kind Regards Customer Insights and Escalations
Alexander Forbes Financial Services's reply06 Aug 2025, 07:52
Official
Dear Joleen, 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 and apologies for the inconvenience caused. We will investigate your query and provide feedback with the contact details provided. Kind Regards Customer Insights and Escalations
JK
Joleen K's updateReviewer Update
20 Aug 2025, 15:42For all the promises of feedback and attention to my claim, Alexander Forbes has not adequately addressed my questions. I was promised feedback today, 20 August by their Customer Service representative. No feedback received and I, yet again, had to enquire as to the status of my claim. With the forecasted 7-14 business days, this will bring the process to 15 weeks to finalise a claim. The 15 weeks is of course a lot longer than the 6-8 weeks promised on the forms clients are required to complete or the 8-10 weeks operators tell clients. No one can give me a definitive answer and date by which the claim will be finalised, which ironically makes any sort of financial planning impossible.
JK
Joleen K's update20 Aug 2025, 15:42
Reviewer Update
For all the promises of feedback and attention to my claim, Alexander Forbes has not adequately addressed my questions. I was promised feedback today, 20 August by their Customer Service representative. No feedback received and I, yet again, had to enquire as to the status of my claim. With the forecasted 7-14 business days, this will bring the process to 15 weeks to finalise a claim. The 15 weeks is of course a lot longer than the 6-8 weeks promised on the forms clients are required to complete or the 8-10 weeks operators tell clients. No one can give me a definitive answer and date by which the claim will be finalised, which ironically makes any sort of financial planning impossible.