Theft

Dear Lynn M, 

We thank you for escalating your concerns and allowing us the opportunity to address your complaint. 

In accordance with our telephone conversation, we need to give the bank a notice of 31 days in order to cancel the debit order.   The policy was cancelled on the 13th of February and it was too late for us to reverse the February debit order.  

As per our policy rules outlined on the policy documents, you have a 31-day cooling off period to cancel the policy.  This means, from the time we send your policy documents, as long as there has been no claim or you have not received any benefit under the policy, if the policy is cancelled within these 31 days, we will refund the premiums you have paid.  A refund of the premium deducted will be paid within the provided turnaround time once we confirm receipt. 

It is unfortunate that a decision to terminate our services was taken, should you wish to continue with the policy we encourage you to urgently contact us and we will gladly welcome you back as a valued client.  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 Recovery Team Leader Clientele Life 

Dear Lynn M, 

We thank you for escalating your concerns and allowing us the opportunity to address your complaint. 

Please note that a refund will be processed once we receive confirmation from the bank. We sent the confirmation request to the bank and received it this morning. The refund has now been sent for processing and will be paid within 48 working hours.
It is unfortunate that a decision to terminate our services was taken, should you wish to continue with the policy we encourage you to urgently contact us and we will gladly welcome you back as a valued client.  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 Recovery Team Leader 
Clientele Life