Not so bright

On 28 February 2018 I was hospitalised and diagnosed with uncontrolled, incurable, left frontal temporal epilepsy. This resulted in functional impairment and issues with cognitive functioning such as: short term memory loss, concentration problems, speech and language difficulties, altered consciousness and behaviour such as irritability and irrationality and also not being able to drive anymore. This had a huge impact on my lifestyle and working capacity and resulted in the termination of my job. I have claimed from BrightRock insurance. The service received from them has been unprofessional and unsatisfactory, to say the least. Various telephonic and electronic communication have transpired between BrightRock, my advisor and myself, in which we have tried to do frequent follow-ups and get some basic information. According to an e-mail from BrightRock, the claim was lodged on 1 March 2022. Since then, four months has passed, with a deadlock. My Financial Advisor has dealt with the claim, unsuccessfully, since March 2022 and I too have now unsuccessfully, tried to obtain information pertaining to this claim. Diagnosis and prognosis, copies of clinical reports and treating modalities, response to treatment from various medical persons such as two neurologists and also various institutions have been sent to BrightRock, Communication from BrightRock is an immense obstacle. E-mails with enquiries are not responded to and blatantly ignored. Telephonic conversations result in promises of call-backs and resolving the problems – which never happen. During the latest call to them on 23 June 2022, I was told that half the staff was on leave and the other half were all busy on calls and could not assist me. No manager was available to assist me either, as they too were also busy on calls. The last e-mail correspondence on 6 June 2022 from BrightRock stated that they could not get hold of my GP, [who sadly passed away during COVID - and this information was supp**** to them] and that they were waiting for a sick note from the neurologist, Dr Venter and would follow up on 10 June 2022. So far, I have still not heard from them, despite phone calls and e-mails to them. I am a policy holder of BrightRock. I am up to date with my monthly premiums. Yet, I am treated disrespectfully, made to feel unimportant, devaluated and de*****ed. They are going out of their way to make the claims process difficult. I did not expect this from BrightRock. In the competitive insurance market, I chose BrightRock to financially look after my family and myself. BrightRock’s protracted delay tactics in processing this claim, makes me wonder if they are trying to find a way to avoid paying compensation for a valid claim. Surely according to law, they have a duty to? Is a demand for adequate, ethical and professional performance unrealistic? Has BrightRock in 4 months attempted to resolve the claim fairly and promptly? They are failing their responsibility to honour this claim, as up to date, from their side, no extra information has even been asked for. They should be held accountable to honour and remedy this situation. Also note, that a similar claim from SANLAM, BrightRock’s majority shareholder, was paid out to me professionally, quickly and hassle-free. I had a sense of security that my needs would be met by my insurance company and that they would be there if I needed them. Also, that in the event of my death, my family would be taken care of and have immediate financial support. I shudder to think how my family might suffer in the event of my death, waiting months for a pay-out from my Life Cover at BrightRock. This has been a frustrating and time-consuming process and after 4 months, I am still far from any closure on this situation