CLAIMS PROCESS NIGHTMARE -LIFE INSURED P BAARTJES

My dilemna relates to a claim we submitted on 16 July 2021. We were informed a few days later after submission that supporting documents were required as the the policy is not 2years old yet. We soured contact details for the government hospital to try an speed up the process . Not once did anyone at Brightrock take it upon themselves to make contact or provide feedback. Today is 23 August 2021... Only on Friday 20 August did your claims consultant Mpho advise of the process and timeline. We have a record of all correspondence and at no point was I aware that after the assessors the claim is sent to the medical board ,with another 3 to 5 day turnaround time ,then back to the assessors unsure of that amount of time that would be needed and then management and then back to assessors .... We had absolutely no idea what the turnaround for this entire process would be. Needless to say, medical underwriting was done at inception of this cover, but the process needs to be followed and I respect that. What I do not understand is that if somebody had the decency to advise that this will take 7 to 10 weeks to finalise we would not like an idiot to follow up every time because we were under the impression after the assessor it will be finalized. We do not expect a reply from Brightrock because only after we refer to your Advisors manager do you eventually feel the need to respond. Yes, claims are probably at a high rate ,but my grandmother took out this cover to ensure we give her a dignified send off and also pay for bills which she could have incurred while being sick. And if you are not honouring this claim ,please advise urgently as we have outstanding undertaker fees and bills and would like to know the way forward.

We understand procedures and policies are to be followed ,but keeping the client informed of the entire process is as important as it is to write new business.

What is also quite sad is that when it comes to client service and after service sales the levels always drop to an all time low.

I, Caleb Van Nelson also have needs matched insurance with your company ,but this ordeal has left a very bitter taste and I am sorry to even think that my sister who is my beneficiary will have to go through this ordeal should anything happen to me if my cover is not 2 years old or more.

Absolutely unhappy client