1 reviews | Active since Oct 2023
INSURANCE CLAIM
We have been dealing with my mum's late estate since July 2023 and have submitted all documents required to process a claim. I am the legal executor and they requested a letter of executorship which was not ready at that time.
We then submitted the letter of executorship on the 3rd March 2025 as this was when I got it from our attorney. I have sent the requested document to them since this time, 4 times and have not had a response until the 12th March 2025.
We can never get hold of them on their customer care line, always giving us an automated voice response and whichever service you opt for, it keeps us holding on for an hour and cuts off. Yes I waited an hour. Finally Josephine Skhosana emails back informing us the attached docs were not opening.
Sent it again and again and followed up again and this time Zandile Khanyile-19 March 2025 then again Thato Moraile, emailed me on the 14 April 2025 still informing me they cannot open the attachment.
All this time, I followed it up at the call centre and failed to get through to them. If I didn't call, my sister in law did.
It was then sent from My sister inlaw and she notified her stating they require the beneficiary's FICA docs which was sent to them.
Mind you we were told that the original encashment form expired and we had to refill and redo the documents again. Previously they told me the cash value to insert on the encashment form, now they stated they cannot divulge the value except to the beneficiary.
I am utterly appalled at their behavior and they take pleasure in finding all kinds of excuses not to pay out to us. This is now going on 2 weeks since we emailed them the documents to process and we only have 2 weeks until this process expires.
DO NOT DEAL WITH CLIENTELE. They seem to be *********** and not compassionate with their clients in any way. Only apologizing for their delays but not resolving the issue.
I want a manager form the customer services to contact me urgently on ***. and escalate this encashment reference number which is their clientele life response *** to be done urgently to the beneficiary. If we were told from the beginning they can only deal with the beneficiary this would have been sorted out a long time ago.
Now the delay is that we need to fill the encashment and they are not answering their calls so the beneficiary cannot get the value to insert onto the form to submit.
DISGUSTED.
At the outset, we would like to send our deepest condolences to you and your family during this difficult time.
We can confirm 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
At the outset, we would like to send our deepest condolences to you and your family during this difficult time.
We can confirm 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
I need to vent as I am dealing with the most frustrating issue at hand. Since we had to refill and resubmit the claim, we did according to what clientele consultants asked us to do in the last few weeks.
To date we have had no results. It was 3 consultants form Clientele who told us the beneficiary was my brother, then it gets to the team leader Lindiwe, who advised me, that since my mum is the policy holder, and she paid the premiums the money will go to her to her estate late bank account.
The question to her was, how did they get my brother's details if it was not on the policy as a beneficiary and this question is being ignored.
The problem created by clientele is that we are at the point of the estate where the legal and distribution statements have been issued and approved by the masters. I have not declared this money, according to Clientele is now owed to my mother. They gave me confirmation in writing my brother was the beneficiary and requested for his FICA docs and even his bank confirmation letter for payment to him.
As the legal executor of my mother's estate, they refuse to give me a copy of the policy my mum has with them so I can see for myself, what is going on. According to Lindiwe they cannot give me the policy because they made it paid up and will only give me a letter.
I have requested for the policy number, as I now will be taking this up with the ombudsman.
I need to vent as I am dealing with the most frustrating issue at hand. Since we had to refill and resubmit the claim, we did according to what clientele consultants asked us to do in the last few weeks.
To date we have had no results. It was 3 consultants form Clientele who told us the beneficiary was my brother, then it gets to the team leader Lindiwe, who advised me, that since my mum is the policy holder, and she paid the premiums the money will go to her to her estate late bank account.
The question to her was, how did they get my brother's details if it was not on the policy as a beneficiary and this question is being ignored.
The problem created by clientele is that we are at the point of the estate where the legal and distribution statements have been issued and approved by the masters. I have not declared this money, according to Clientele is now owed to my mother. They gave me confirmation in writing my brother was the beneficiary and requested for his FICA docs and even his bank confirmation letter for payment to him.
As the legal executor of my mother's estate, they refuse to give me a copy of the policy my mum has with them so I can see for myself, what is going on. According to Lindiwe they cannot give me the policy because they made it paid up and will only give me a letter.
I have requested for the policy number, as I now will be taking this up with the ombudsman.
I have yet to get what I want out of this. It seems the complaints arbitrator is biased to Clientele. I have requested on numerous occasions a copy of the policy to see who the actual beneficiary of the policy is. I have updated the attorney who is handling my deceased mum's estate. She requested that I insist on a copy of the policy as I am the legal executor. To date I have not received this from Clientele upon numerous requests.
The Clientele Arbitrator has already come to the conclusion I complained because I am upset about the encashment not being paid. This is not my concern at all as this can be paid in due course. My concern is that the estate is being held up because if my mum is the beneficiary I need to declare the money into the estate and open an estate late bank account. Now....why must I do all this and delay the process of the estate closure if my mum is not the beneficiary. The dispute is that my sister in law when dealing with Clientele is of a firm belief my brother is the beneficiary. And Clientele maintains my mother is.
After voice recordings confirmed the consultant told my sister in law Nashaal Singh is not the beneficiary, she still maintains that consultants told her otherwise as there were more than 1 voice recordings whenever she called. We only received 2 voice recordings.
If my brother is the beneficiary, Clientele will obviously be paying out way more to my brother than to my deceased mother. But they are holding onto the belief I am upset about the encashment not being paid. Why would I fight when I stand nothing to gain from this? It is only a matter of principal that they honor a pay out due to the correct beneficiary.
There is absolutely no response from Lindiwe or the Clientele Arbitrator who claims she is not biased but already made her assumption that I am upset because there has been no encashment paid.
I need the arbitrator to call me ASAP and I want a copy of the policy. I ccd my attorney in the email to verify legitimacy as me being the executor.
I need a letter from Clientele confirming who the actual beneficiary is and what the encashment value is to be paid out to my deceased mum's estate, if she is the beneficiary. This letter is required by the masters of the high court.
I have yet to get what I want out of this. It seems the complaints arbitrator is biased to Clientele. I have requested on numerous occasions a copy of the policy to see who the actual beneficiary of the policy is. I have updated the attorney who is handling my deceased mum's estate. She requested that I insist on a copy of the policy as I am the legal executor. To date I have not received this from Clientele upon numerous requests.
The Clientele Arbitrator has already come to the conclusion I complained because I am upset about the encashment not being paid. This is not my concern at all as this can be paid in due course. My concern is that the estate is being held up because if my mum is the beneficiary I need to declare the money into the estate and open an estate late bank account. Now....why must I do all this and delay the process of the estate closure if my mum is not the beneficiary. The dispute is that my sister in law when dealing with Clientele is of a firm belief my brother is the beneficiary. And Clientele maintains my mother is.
After voice recordings confirmed the consultant told my sister in law Nashaal Singh is not the beneficiary, she still maintains that consultants told her otherwise as there were more than 1 voice recordings whenever she called. We only received 2 voice recordings.
If my brother is the beneficiary, Clientele will obviously be paying out way more to my brother than to my deceased mother. But they are holding onto the belief I am upset about the encashment not being paid. Why would I fight when I stand nothing to gain from this? It is only a matter of principal that they honor a pay out due to the correct beneficiary.
There is absolutely no response from Lindiwe or the Clientele Arbitrator who claims she is not biased but already made her assumption that I am upset because there has been no encashment paid.
I need the arbitrator to call me ASAP and I want a copy of the policy. I ccd my attorney in the email to verify legitimacy as me being the executor.
I need a letter from Clientele confirming who the actual beneficiary is and what the encashment value is to be paid out to my deceased mum's estate, if she is the beneficiary. This letter is required by the masters of the high court.