Poor service recently. Standards deteriorating.

I have been a Clientele client for over 10 years and have usually received good service. I dont know what happened during the past couple of years because everytime I send in a request (via phone or email) they say they will get back to me in 24-48ours but that never happened in the past 4 instances I had contact with them.

I had an accident in 2009 and I had forgotten alot of things including the fact that I had disability cover which I was told about when i got a courtesy call(which i appreciate) just before my premium went up this year. Now i received forms to complete and the forms had a section for my treating Dr/Facility to complete. This cant be done because the Facility says they keep documents for 10 years and my family Dr has gone on pension. I sent in a request asking Clientele how best to proceed to claim for my disability cover and I have not received any feedback and it is now the second week.