Unprofessional frontline staff-Springs branch

I am formally lodging a complaint regarding the treatment I received from frontline staff at the AVBOB Springs branch during a very difficult time.

I visited your branch while grieving the loss of my loved one. Instead of receiving the compassion and support I expected, I was met with staff who lacked empathy and proper communication skills.

The manner in which the staff spoke in my presence was not pleasing at all. As the same people who meet grieving families, I expected professionalism, patience and sympathy.

I am already dealing with the pain of losing a loved one. I should not have to also deal with rude and insensitive staff at your branch. This experience added unnecessary hurt during an already painful time.

If this is the level of treatment I can expect from AVBOB, I will be forced to move my policy to a service provider whose staff can genuinely sympathize with grieving families.

I am not happy at all with the service I received. I request that this matter be investigated urgently and that the relevant staff receive proper training on customer care, empathy, and how to handle bereaved families. Sent emails to their complaints and customer service department, till this day no acknowledgement of email or phone call. What's worse is that 48hrs later still haven't received the payout. All documents were submitted.