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Cordelia N

1 reviews | Active since Dec 2021

14 Aug 2024, 14:40

Funeral policy payout

What an unpleasant experience...Family pass away, no children no wife, nothing.I get in contact with them to claim, they ask for all decoments required, I emailed all the documents, I receive a cal from *** The lady ask what happened as if she is really interested, I explain..Comes the part of the benificiery and she ask who is ???I tell her we do not have such a family member, please provide me with more details, she says they dont have anything else. I ask her but where is the id nr at least so I can help you look for this person.She says they dont have anything , but they need this persons Id...I tell her you dont have an id nr but you want the id...Then she changed and said but it is the deceased kid, I tell her but he never had kids, she says well then she dont know.I ask her but how can you want an id for this kid, how old is this kid to have an id but the father is 37..No we will not pay out. I ask so what do I do since you do not have much info, she says go to court they know what to do. I go to court and explain my situation, but the court also does not understand what they want since they do not want to respond via email what they want, but still the court write an estate letter for me, containing all that was said.now I send the letter, the say go back to court and tell them they must give them permission to forward me the policy details , but not the money..I ask what will happen after I come back from court, the response was wait let me find out and after a while the phone was dropped in my ear..What a bunch of *******

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Replies (4)
Clientele Life
Clientele Life's reply14 Aug 2024, 16:04
Official
Dear Cordelia N,
 
Our sincere condolences are extended to you and your family during this trying time.
Kindly note that your query has been escalated to the relevant department for investigation and we will be in contact to assist. 
   
We sincerely apologize for any inconvenience caused. 
Yours sincerely, 

Lindiwe Mabizela
Service Support Team Leader 
Clientele Life  
Clientele Life
Clientele Life's reply15 Aug 2024, 13:34
Official
Dear Cordelia N,

Thank you for raising your concerns and bringing this matter to our attention.
 
At the outset we would like to apologise for any delays you might have experienced in the assessment of your claim. This is not the level of service we aim to provide our clients and we assure you of our best intentions.
 
We are able to confirm that our Life Claims Complaints consultant (Nadia Gough) was in contact with you regarding this claim, and that your claim is still currently being assessed.  The Turnaround Time for the assessment was also provided and feedback will be provided once the assessment has been completed.  Further information was also provided with regards to any documentation that may be required for your claim.
 
Should you require any further assistance in this regard please feel free to contact us again.
 
Kind Regards
Claims Department
CN
Cordelia N's update21 Aug 2024, 19:40
Reviewer Update
Yes, I received a call from Nadia, and we spoke for a while.Nadia explained to me that Thomas was listed by the deceased as the benificiery as"kid".Nadia had the patience to listen to my point of view and understood wher I am comung from. Acoording to Nadia, it is not a must for the policyholder to add the id number or birth details of the benifiecery when you open a funeral policy, the accept it even if it is just the name and surname, as in this case.Nadia furthermore explained to me that they have their businesses policy and procedures to follow, so they will use their private investigators and firensic team to search for thus Thomas.My question to Nadia was, since they do not have any id or fingerprint of this Thomas, who the family do not even know, how will they know which Thomas is the real benificiery if for example if they come across 10 people named this Thomas W in the 2 months they say it will take them??I dont know this person, they dont know this person, the Master dont know this person, so how will forensic proof that it is the benificiery??but she explained they know what to do...Nadia also adviced me to go back to court, since they do not accept the document that Petronella said I must the court to provide me with , with all the info Petronella said I must tell the court, and the Master of the court provided me with this document as per Petronellas request over the phone, and said I must now tell the court to provide me with the Master's email address so that Clientele can forward the policy documents to the Master, or I must ask the court to provide me with a document that says the Master of the court gives Clientele the permission to hand me the documentation of the policy which was filled in by the deceased..
2days ago , after speaking to Nadia, I received an email from Nomsa Maleka, asking me to forward her the details of the Late Estate account..

I must say Nadia suits her job very well ,,thank you Nadia for your excellent customer service🙏, but I am now more confused on what Clientele actually wants me to do, because they are more interested in providing the policy documents than giving us the peace of mind as what Clientele stands for..

And as I said to Petronella before she went to ask whoever and the dropping the phone in my ear after telling me I must bring this Thomas W, I will not leave this matter just like that..Even today I received a call which I did not feel to answer...Rather respond to me via email so I can have it on black and white because I dont trust your telefonic communications
Clientele Life
Clientele Life's reply23 Aug 2024, 13:57
Official
Dear Cordelia N,

Thank you for raising your concerns and bringing this matter to our attention.
 
Kindly note that I have forwarded your message to our Claims team, apologies for the delayed response.
 
Should you require any further assistance in this regard please feel free to contact us again.
 
Kind Regards
Claims Department