1 reviews | Active since Aug 2022
Investment Plan Lapsed Without Consent & Poor Customer Service
Clientele – Investment Plan Lapsed Without Consent & Poor Customer Service
I am extremely disappointed with the way Clientele has handled my policy.
On 23 February 2020, I joined Clientele after seeing an advert on TV. I was placed on the Clientele Ultimate Health Event Life Plan (***) together with an investment plan, at a total monthly premium of R664. It was agreed that premiums would increase by 10% annually and benefits by 6%.
Since 2020, I have paid faithfully, with my last debit order in August 2025 being R883.54 .I have never defaulted, skipped, or cancelled any payment.
Yesterday, I received a call from a Clientele representative claiming that my investment plan lapsed because I requested cancellation, which I have never done. They further claimed I received payout money in 2023, which is completely false—I have only ever claimed on my hospital plan when I was admitted twice since 2020.
I asked them to provide records/proof of where I allegedly requested cancellation, but none were given. Instead, I was told to call a landline and that they cannot transfer me to a manager. When I insisted on escalation, a lady manager later called, but instead of assisting me, she told me I was “confused about my policies.” This was highly unprofessional and disrespectful.
As a loyal customer who even recommended Clientele to colleagues, I feel completely let down. I cannot be paying close to R883.54 monthly only for hospital cover alone—this was never the agreement.
I demand:
Full proof of my original signed agreement from 2020.
Call recordings or written proof where I allegedly requested cancellation.
A full record of payments and claims since 2020.
Immediate reinstatement of my investment plan or full refund of all investment contributions deducted since 2020, as I never agreed to cancellation or received any payout.
Clientele, please resolve this urgently. I am prepared to escalate this matter to the Ombudsman for Long-Term Insurance if not addressed fairly.
We confirm receipt of the concerns raised and apologize for any inconvenience caused.
Your query has been escalated to the relevant department for investigation, and we will be in contact to assist.
Yours sincerely,
Market Conduct
We confirm receipt of the concerns raised and apologize for any inconvenience caused.
Your query has been escalated to the relevant department for investigation, and we will be in contact to assist.
Yours sincerely,
Market Conduct
We hereby confirm that we have made contact with you to provide feedback regarding the concerns raised.
Kindly be informed that clarity has been provided regarding your previous encashment and what led to the policy status on your investment policy. A reinstatement lead has been loaded and one of our Reinstatement consultants will contact you soon.
Furthermore, an email has been sent to the email address provided with more information as per our discussion.
May you kindly accept our sincere apologies for the unpleasant service rendered, it is not the level of service that we strive to give to our clients.
We trust you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely, Maria Mokhuabane
Service Support Specialist
Clientele Life
We hereby confirm that we have made contact with you to provide feedback regarding the concerns raised.
Kindly be informed that clarity has been provided regarding your previous encashment and what led to the policy status on your investment policy. A reinstatement lead has been loaded and one of our Reinstatement consultants will contact you soon.
Furthermore, an email has been sent to the email address provided with more information as per our discussion.
May you kindly accept our sincere apologies for the unpleasant service rendered, it is not the level of service that we strive to give to our clients.
We trust you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely, Maria Mokhuabane
Service Support Specialist
Clientele Life
Dear Clientele
I would like to confirm that I was contacted by your team regarding my query, and it has now been fully resolved.
I would also like to extend my sincere gratitude to the lady who called me. Unfortunately, I did not catch her name, but she did an excellent job. She was professional, patient, and very helpful throughout the process.
Please kindly pass along my thanks and appreciation to her and the rest of the team.
Kind regards,
Fikile Radebe
Dear Clientele
I would like to confirm that I was contacted by your team regarding my query, and it has now been fully resolved.
I would also like to extend my sincere gratitude to the lady who called me. Unfortunately, I did not catch her name, but she did an excellent job. She was professional, patient, and very helpful throughout the process.
Please kindly pass along my thanks and appreciation to her and the rest of the team.
Kind regards,
Fikile Radebe
We value our client's input with regard to the quality of our service and appreciate the time taken to share your experience with us.
We are glad that we could be of assistance. We take pride in rendering Superior Service to our clients.
We shall convey your compliment to the relevant management team whom we know will truly appreciate this positive feedback.
Yours sincerely,
Market Conduct
We value our client's input with regard to the quality of our service and appreciate the time taken to share your experience with us.
We are glad that we could be of assistance. We take pride in rendering Superior Service to our clients.
We shall convey your compliment to the relevant management team whom we know will truly appreciate this positive feedback.
Yours sincerely,
Market Conduct