1 reviews | Active since Feb 2020
Poor Service
I called Alexander Forbes on the 3rd December requesting claim forms for my pension fund and I received the claim form from Adre Saunders, to which I rep**** on the 6th and I received a reply on the 8th indicating that my claim has been forwarded to the Claims Administrator. I started following up 4 weeks after the claim, just got an understanding of the status of my claim but my emails have always been responded to with their auto reply emails that promises that you will be called within 3 days of sending the email. Understandably that there are my claims processed at the same I waited but my frustrations comes from the fact that whenever you call the claims department and you get through, the claim call centre agent will say stay online whilst I check your details on the system and keep you waiting for 15 - 20min until your call drops.
We use our own airtime to call through and the most courteous thing that can be done is to get back to us on time and understand that airtimes are expensive. I am not at all satisfied with the service of your claims department.
Maybe you need to review service level numbers and average handling time (AHT) of your agents or administrators. They're poorly servicing your claim which affects your brand.
I am not sure anymore how many emails did I sent, there is always a promise made to which no one delivers. I got an email from one of your complaints agent tell me that he/she is busy with my query and will resolve it within 4 days, and those 4 days have lapsed with no response neither a call you from your end. Your promise to customers is that a claim will take about 4-6 weeks but mine has went over that TAT.
I am disgusted and annoyed by your service, and I need an escalation path where I can complain further about this service. It's exhausting to try and get information from your team.
The level of incompetence and lack of feedback is sickening to the core. I was promised that by the 30th I will be provided with feedback but I haven't received anything even after sending a follow up email.
I am not sure anymore how many emails did I sent, there is always a promise made to which no one delivers. I got an email from one of your complaints agent tell me that he/she is busy with my query and will resolve it within 4 days, and those 4 days have lapsed with no response neither a call you from your end. Your promise to customers is that a claim will take about 4-6 weeks but mine has went over that TAT.
I am disgusted and annoyed by your service, and I need an escalation path where I can complain further about this service. It's exhausting to try and get information from your team.
The level of incompetence and lack of feedback is sickening to the core. I was promised that by the 30th I will be provided with feedback but I haven't received anything even after sending a follow up email.