All I wanted to do was to institute a Voluntary Policy Pause request and now my Policy has lapsed due to terrible service and incompetence

It has been 3 months dealing with the same issue. All I wanted to do was to institute a Voluntary Policy Pause request and now my Policy has lapsed due to terrible service and incompetence! It seems like no one knows or care about what they are doing.

31 Oct 2020, I missed my first premium.

3 Nov 2020 at 17:41 - I requested a Voluntary Policy Pause via email. 4 Nov 2020 at 15:51 - I received a response from Ash Naidoo to verify a few details regarding my policy. I responded the same day at 16:26 to be exact, with all the relevant information required. On 10 Nov 2020, a WHOLE 4 days later he responded that he escalated the matter and TAT is 7 business days.

16 Nov 202 at 15:15, another agent named Zane Kassim emailed to advise that the request is still being investigated by the Policy Specialist team.

25 Nov 2020 at 12:15, I responded requesting feedback. 30 Nov 2020 at 19:18, I received and email from Zainab Varina to advise that the matter AGAIN is escalated to the TL'S in the Specialist Team. The same day, another premium is missed.

3 Dec 2020, I receive an SMS confirming that my Pause request is loaded and effective 1 Jan 2021. Whoever authorized or loaded that was not thinking about the logistics at hand or referred back to the previous interactions during their multiple investigations.

And ofcourse on 4 Jan 2021, I receive another SMS advising that my policy has lapsed due to missed premiums. I sent email the same day requesting clarification on the issue. NO ONE CARED TO RESPOND TO MY EMAIL. On 11 Jan 2021, I sent another email requesting feedback and AGAIN, no response.

On 18 Jan 2021 I contacted customer care and spoke to a TL named Charmelle. The appauling thing is he confirmed receipt of my previous emails which no one bothered to respond to. She escalated the matter to the relevant persons and contacted me the next day to advise she was still awaiting feedback.

On 20 Jan 2021, she contacted me and confirmed that the person incorrectly loaded the Pause. The effective date is supposed to be 1 Dec 2020, not 1 Jan 2021 and there making the Policy Pause period 1 Dec 2020 till May 2021. We verified amount of premiums missed would be 2 months upon effectiveness of Pause. She advised that the matter will be fixed and sorted.

I regularly check the status of my policy on the App and it still reflected as lapsed/inactive. I therefore AGAIN contacted customer care on 3 Feb 2021 at 14:20 and spoke to a lady who confirmed that my policy was active. She would then escalate AGAIN to be rectified and that it reflects on the App.

The next day (4 Feb 2021), I receive feedback via SMS (as requested) advising that 3 premiums were missed before applying the Pause. I contacted customer care AGAIN and spoke to a TL named Nthabiseng who confirmed that she was unable to assist and that the person who assisted is on leave. She then suggested to escalate the matter to complaints. A lady from complaints attempted to contact me for more information, however the line was extremely bad. No one has made contact with me since.

I am beyond upset and irritated on the manner that this has been dealt. The service has been the worst! Not to mention the incompetence and lack of teamwork. This has been dragged out for far too long! I clearly need to take my business somewhere else