1 reviews | Active since Nov 2012
Entitled cashback not paid
I have a funeral policy with Clientele since 5 December 2015. All my premiums have been paid and every month they receive their premium. When I took the policy I was advised telephonically by the consultant that the policy has 5 years cashback. Now 7 years later, I remembered that I have never claimed for any of the dependents or for cashback, I claim the cash back reward. However, I am told that the policy I took doesn’t have a cash back benefit. So I reiterate to the consultant that I definitely have a cash back benefit. I then lodged a complaint (28/2/2022), whereby they said they will investigate and get the telephonic conversation I had with the consultant on 5/12/2015. After investigations (on 5/03/2022), Monica Ngubane called me and confirmed that indeed the policy does have a cashback benefit, but the consultant never activated it on their side. They are sorry but they will not be giving me the cash back benefit. I am escalating this because the mistake is from their side and not me. If they are a reputable company, they would have acknowledged the mistake and paid me the cashback entitled to me.
People should be careful of Clientele and their “window-dress” promises they have on their adverts on TV. What they say and do are two totally different scenarios. It is better to cut your losses, cancel than to loose further money.
Thank you for raising your concerns with us.
Our records indicate that your query was escalated to the office of the Independent Arbitrator for review.
The office of the Independent Arbitrator was created by Clientèle to address any complaint that a client feels has not been adequately dealt with by the relevant department or an employee of Clientèle. The office of the Independent Arbitrator can review any decision previously made and has the ability to amend these, should the need arise. Any determination made by the office of the Independent Arbitrator is final and binding on the Company.
Your query would have already been acknowledged and a date would have been provided by when a response would be sent. Accordingly, a response would either have been provided or can be expected shortly. Should you have any queries, these can be raised directly with the office of the Independent Arbitrator.
We trust this is all you require in this regard, however, should you require further assistance please do not hesitate to contact us again.
Yours sincerely,
Shanitha Hanuman
Service Support Supervisor
Clientele Life
Thank you for raising your concerns with us.
Our records indicate that your query was escalated to the office of the Independent Arbitrator for review.
The office of the Independent Arbitrator was created by Clientèle to address any complaint that a client feels has not been adequately dealt with by the relevant department or an employee of Clientèle. The office of the Independent Arbitrator can review any decision previously made and has the ability to amend these, should the need arise. Any determination made by the office of the Independent Arbitrator is final and binding on the Company.
Your query would have already been acknowledged and a date would have been provided by when a response would be sent. Accordingly, a response would either have been provided or can be expected shortly. Should you have any queries, these can be raised directly with the office of the Independent Arbitrator.
We trust this is all you require in this regard, however, should you require further assistance please do not hesitate to contact us again.
Yours sincerely,
Shanitha Hanuman
Service Support Supervisor
Clientele Life