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Palesa J

1 reviews | Active since Dec 2016

03 Nov 2023, 13:52

Shocking customer service

I just came out of the call dissatisfied and made it clear to the consultant that I will be escalating the matter.

I took a cover with Clientèle since 2013 and not once have I missed a premium with the 10years service I have received.

All these years i covered my aunt on the wrong year….I recently discovered she is born 1967 not 1965.

I called my insurance just an FYI situational, saying I have been over paying and need a refund but kindly amend the year. Am told the premium will increase by 79 Rands and the cover will decrease.

Am asking why because firstly she is younger and y is the cover decreasing, am told it’s the current rate .

What is that explanation exactly. Can someone explain the logic how I can pay for 10years and from changing a year am treated like am adding a new beneficiary

0
Replies (3)
Clientele Life
Clientele Life's reply03 Nov 2023, 14:54
Official
Dear Palesa J,
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, 
Lindiwe Mabizela
Service Support Specialist  
Clientele Life 
Clientele Life
Clientele Life's reply06 Nov 2023, 16:02
Official
Dear Palesa J,  Please note that the complaint lodged was received and the contents noted regarding the concerns raised on your Clientele Funeral Dignity Plan.  We have attempted to contact you on the cell phone numbers provided to discuss and address your complaint, to no success.  Please be informed that we will contact you again tomorrow to assist you further regarding your complaint.  We trust that you find the above in order, however please feel free to contact us again should you require any further assistance.  Yours sincerely,  Lindiwe Mabizela
Service Support Specialist 
Clientele Life
Clientele Life
Clientele Life's reply14 Nov 2023, 14:21
Official
Dear Palesa J,  Please note that the complaint lodged was received and the contents noted regarding the concerns raised on your Clientele Funeral Dignity Plan.  Our attempts to contact you on the provided mobile numbers to further assist regarding your complaint were unsuccessful.  Kindly note that Phindile Maria Mnguni's date of birth has been updated. Please check your email to find the updated policy documents. The premium and cover amount were not affected by the change, as stated in the previous communication; the amount only increased because your policy is due for an annual increase in December.  We trust you find this in order, however should you require any further assistance please feel free to contact us again.  Yours sincerely,  Lindiwe Mabizela
Service Support Specialist
Clientele Life