Horrible service

I'm disgusted in the quality of service I'm getting. Response time is pathetic, in fact there is no response, I as a client have to phone in to get an update. The overall experience is terrible.

The agents show no empathy whatsoever, when you call them, they make you feel as if you tiresome, sound irritated when you follow-up, they make empty promises, saying someone will call back, when I as a client call in and the line cuts, they don't even have the decency or attempt to call back.

The legal department shows no regard to the well being of the client. They seem to be extremely relaxed and layed back. The type of attitude that tells you I'm getting paid whether they help you or not.

I've made contact with them on 9th September 2020. I explained in detail my concern, explained numerous times that I'm unemployed for close to 12 months, mind you the matter I brought forward has a direct impact on my employment status. My last employer (September 2019) where I resigned, told my new employer that I didn't resign and was terminated. Something I was totally unaware of, a week after starting at my new company this information was given to me by my manager. So in terms of being fit and proper, I don't seem to be compliant. I got hold of my former office manager, asked what was happening, she apologized and said she'll get to the bottom of this. I sent emails questioning why they would give bad reference and tell third parties I was terminated when in actual fact I resigned and never ever had any disciplinary issues, no warnings, in actual fact I was one of your very good employees.

There is much more detail to the matter which I explained to my so called legal advisor. It's been 3 months now, they not making any effort to assist me, instead everytime I call in to hear what the progress is and what processes to follow, the legal advisor appointed to assist me tells me that every query has a 14 day turnaround time to be dealt with.

So this company is supposed to represent me, fight in my best interest, I'm unemployed, they don't care as long as I pay a premium, how do you give 14days to respond to an email, how do you not service a client for 3 months but deduct your premiums every month.

I'll maybe consider recommending a company with a once off poor service. But terrible service, service way below average taking premiums with no service delivery whatsoever. Taking money from people, advertising how they help. Have no regard for the well being of a client in need. I will never recommend, not even if the service was absolutely free.

The weirdest part is, I actually told them I'm considering hello Peter and the ombudsman on the 5th of November 2020. Believe it or not, they made no effort to contact me and try make me reconsider. I sent them an email 13th November 2020 stating I'm going to hello Peter, they just don't care.

Pathetic, a disgrace to the definition of service provider and to their service agreement I have with them.