Service delivery urgency, transparency and communication on an extreme low rate

On my first review regarding Alex Forbes, I was mainly scrutinizing and dismissing the advertised 4-6 weeks claim process turnaround time; regarded to it as inaccurate and misleading. I also highlighted poor and conflicting communication.

Guess what???

10 days later, I'm still singing the same tune on a higher note this time around. After the review I was contacted to provide more insight on it, asked to provide relevant evidence to back it up (which I did) and it was to be investigated and be provided with feedback. I was also promised proper, transparent and continuous communication from then onwards. Having highlighted the delays versus the advertised 4-6 weeks turnaround time, there was also a commitment to expedite the claim.

Current situation - last communication was on Monday the 13th with a commitment to get back to me on Wednesday the 15th and that did not happen, sent follow up emails with no response from the department that deals with customer insights and servicing, which makes me question transparency and customer care. The delay continues and there has not been any payout as yet.

Conclusion If a January claim (as indicated in my first review) has a potential of being paid out in April/May/June while the business pride and advertise itself with a 4-6 weeks claim turnaround time as its competitive advantage, its integrity begin to be questionable. Customer care department displaying no care for the customers; I rest my case, totally defeated.