MM
Martha M
1 reviews | Active since Jun 2023
14 Jul 2025, 09:26
Unfairly treatment
"Dear Clientele/Insurance Company
I'm writing to express concern about my policy lapse notification. I recently updated my debit date from 31st to 15th of each month. However, I received an SMS stating my policy has lapsed, despite it not being the 15th.
I'm facing a claim situation and would appreciate clarification on my policy status. Could you please investigate and rectify this issue urgently?
My policy details are policy number:37120. I'd appreciate a prompt response to resolve this matter urgently.
Helpful (0)
Replies (8)0
Replies (8)
Clientele Life's replyOfficial
14 Jul 2025, 09:46 Dear Martha M,
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
Clientele Life
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
Clientele Life
Clientele Life's reply14 Jul 2025, 09:46
Official
Dear Martha M,
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
Clientele Life
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
Clientele Life
Clientele Life's replyOfficial
14 Jul 2025, 15:35Dear Martha M,
We confirm that we made contact with you to provide feedback regarding the concerns raised.
As per our telephonic conversation, we confirmed that the policy lapsed due to premiums that were unpaid in April, May, and June 2025. As per our policy rules, the policy will lapse if it is unpaid for 3 consecutive months. You were not satisfied with the feedback provided and opted to escalate the matter further. The escalation process has been sent to you via SMS and email.
We trust you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindokuhle Nhlengethwa
Service Recovery Specialist
Clientele Life
We confirm that we made contact with you to provide feedback regarding the concerns raised.
As per our telephonic conversation, we confirmed that the policy lapsed due to premiums that were unpaid in April, May, and June 2025. As per our policy rules, the policy will lapse if it is unpaid for 3 consecutive months. You were not satisfied with the feedback provided and opted to escalate the matter further. The escalation process has been sent to you via SMS and email.
We trust you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindokuhle Nhlengethwa
Service Recovery Specialist
Clientele Life
Clientele Life's reply14 Jul 2025, 15:35
Official
Dear Martha M,
We confirm that we made contact with you to provide feedback regarding the concerns raised.
As per our telephonic conversation, we confirmed that the policy lapsed due to premiums that were unpaid in April, May, and June 2025. As per our policy rules, the policy will lapse if it is unpaid for 3 consecutive months. You were not satisfied with the feedback provided and opted to escalate the matter further. The escalation process has been sent to you via SMS and email.
We trust you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindokuhle Nhlengethwa
Service Recovery Specialist
Clientele Life
We confirm that we made contact with you to provide feedback regarding the concerns raised.
As per our telephonic conversation, we confirmed that the policy lapsed due to premiums that were unpaid in April, May, and June 2025. As per our policy rules, the policy will lapse if it is unpaid for 3 consecutive months. You were not satisfied with the feedback provided and opted to escalate the matter further. The escalation process has been sent to you via SMS and email.
We trust you find this in order, however, should you require any further assistance please feel free to contact us again.
Yours sincerely,
Lindokuhle Nhlengethwa
Service Recovery Specialist
Clientele Life
MM
Martha M's updateReviewer Update
15 Jul 2025, 09:28I m not satisfied at all, it's either I get all my contributions from 2022 back and I'll take this matter further.
MM
Martha M's update15 Jul 2025, 09:28
Reviewer Update
I m not satisfied at all, it's either I get all my contributions from 2022 back and I'll take this matter further.
Clientele Life's replyOfficial
15 Jul 2025, 09:49 Dear Martha M,
Thank you for bringing this matter to our attention. We acknowledge your concerns, and we confirm that we have investigated the concerns raised and Service Recovery has provided you with feedback. Unfortunately, you were not satisfied with the findings and opted to escalate your matter to the Independent Complaints Arbitrator who will respond to you in due course. The escalation process was sent to your cell number. We trust you find this in order, however, should you require any further assistance in the interim, please feel free to contact us again. Kind regards,
Market Conduct
Thank you for bringing this matter to our attention. We acknowledge your concerns, and we confirm that we have investigated the concerns raised and Service Recovery has provided you with feedback. Unfortunately, you were not satisfied with the findings and opted to escalate your matter to the Independent Complaints Arbitrator who will respond to you in due course. The escalation process was sent to your cell number. We trust you find this in order, however, should you require any further assistance in the interim, please feel free to contact us again. Kind regards,
Market Conduct
Clientele Life's reply15 Jul 2025, 09:49
Official
Dear Martha M,
Thank you for bringing this matter to our attention. We acknowledge your concerns, and we confirm that we have investigated the concerns raised and Service Recovery has provided you with feedback. Unfortunately, you were not satisfied with the findings and opted to escalate your matter to the Independent Complaints Arbitrator who will respond to you in due course. The escalation process was sent to your cell number. We trust you find this in order, however, should you require any further assistance in the interim, please feel free to contact us again. Kind regards,
Market Conduct
Thank you for bringing this matter to our attention. We acknowledge your concerns, and we confirm that we have investigated the concerns raised and Service Recovery has provided you with feedback. Unfortunately, you were not satisfied with the findings and opted to escalate your matter to the Independent Complaints Arbitrator who will respond to you in due course. The escalation process was sent to your cell number. We trust you find this in order, however, should you require any further assistance in the interim, please feel free to contact us again. Kind regards,
Market Conduct
MM
Martha M's updateReviewer Update
22 Jul 2025, 21:52i am still not satisfied at all, since I'm waiting for a respond from an Arbitrator. and 2 of your consultants has contacted me and confirm my quire, I don't know why you are making this matter so difficult. it's either i get all my contributions back. I've been a loyal client to you guys from 2014 if not mistaken with my educational plan until i cancelled it to hospital plan , the time i wanted to cancel it one of your consultant advised me to take this funeral plan which i did from 2022.
MM
Martha M's update22 Jul 2025, 21:52
Reviewer Update
i am still not satisfied at all, since I'm waiting for a respond from an Arbitrator. and 2 of your consultants has contacted me and confirm my quire, I don't know why you are making this matter so difficult. it's either i get all my contributions back. I've been a loyal client to you guys from 2014 if not mistaken with my educational plan until i cancelled it to hospital plan , the time i wanted to cancel it one of your consultant advised me to take this funeral plan which i did from 2022.
MM
Martha M's updateReviewer Update
29 Jul 2025, 15:13 The company's failure to update the debit date as requested resulted in the incorrect debiting of my account. I requested the change to the 15th of each month on the January 29, 2025, but the company continued to debit on the 31st.
Furthermore, I take issue with the company's assertion that it is my duty to check if my policy is up to date. Given that I had specifically requested a debit date change and provided valid reasons for it, i believe it is the company's responsibility to ensure that my requests are implemented correctly.
It s unreasonable to expect me to constantly monitor my policy status, especially when I had taken proactive steps to communicate my changed circumstances to the company. i re**** on the company to manage my policy according to our agreed terms, and their failure to do so has resulted in the policy lapse.
In this case , the fault lies with the company for not implementing the requested change correctly. it was the company's responsibility to ensure the changes was made accurately. And that was also confusing on my side on when exactly my policy is lapsing . I had taken reasonable steps to update my debit date, and the company's failure to do so resulted in the issues with my policy.
Furthermore, I take issue with the company's assertion that it is my duty to check if my policy is up to date. Given that I had specifically requested a debit date change and provided valid reasons for it, i believe it is the company's responsibility to ensure that my requests are implemented correctly.
It s unreasonable to expect me to constantly monitor my policy status, especially when I had taken proactive steps to communicate my changed circumstances to the company. i re**** on the company to manage my policy according to our agreed terms, and their failure to do so has resulted in the policy lapse.
In this case , the fault lies with the company for not implementing the requested change correctly. it was the company's responsibility to ensure the changes was made accurately. And that was also confusing on my side on when exactly my policy is lapsing . I had taken reasonable steps to update my debit date, and the company's failure to do so resulted in the issues with my policy.
MM
Martha M's update29 Jul 2025, 15:13
Reviewer Update
The company's failure to update the debit date as requested resulted in the incorrect debiting of my account. I requested the change to the 15th of each month on the January 29, 2025, but the company continued to debit on the 31st.
Furthermore, I take issue with the company's assertion that it is my duty to check if my policy is up to date. Given that I had specifically requested a debit date change and provided valid reasons for it, i believe it is the company's responsibility to ensure that my requests are implemented correctly.
It s unreasonable to expect me to constantly monitor my policy status, especially when I had taken proactive steps to communicate my changed circumstances to the company. i re**** on the company to manage my policy according to our agreed terms, and their failure to do so has resulted in the policy lapse.
In this case , the fault lies with the company for not implementing the requested change correctly. it was the company's responsibility to ensure the changes was made accurately. And that was also confusing on my side on when exactly my policy is lapsing . I had taken reasonable steps to update my debit date, and the company's failure to do so resulted in the issues with my policy.
Furthermore, I take issue with the company's assertion that it is my duty to check if my policy is up to date. Given that I had specifically requested a debit date change and provided valid reasons for it, i believe it is the company's responsibility to ensure that my requests are implemented correctly.
It s unreasonable to expect me to constantly monitor my policy status, especially when I had taken proactive steps to communicate my changed circumstances to the company. i re**** on the company to manage my policy according to our agreed terms, and their failure to do so has resulted in the policy lapse.
In this case , the fault lies with the company for not implementing the requested change correctly. it was the company's responsibility to ensure the changes was made accurately. And that was also confusing on my side on when exactly my policy is lapsing . I had taken reasonable steps to update my debit date, and the company's failure to do so resulted in the issues with my policy.
MM
Martha M's updateReviewer Update
29 Jul 2025, 15:22 i believe i was treated unfairly and am requesting a full refund of my premiums paid. and i am unsatisfied with their Arbitrator's ruling and i take this matter further.
MM
Martha M's update29 Jul 2025, 15:22
Reviewer Update
i believe i was treated unfairly and am requesting a full refund of my premiums paid. and i am unsatisfied with their Arbitrator's ruling and i take this matter further.
Clientele Life's replyOfficial
30 Jul 2025, 09:01Dear Martha M,
Thank you for bringing this matter to our attention.
You need to respond back to the Independent Complaints Arbitrator who will respond to you in due course. The escalation process was sent to your cell number.
We trust you find this in order, however, should you require any further assistance in the interim, please feel free to contact us again. Kind regards,
Market Conduct
Thank you for bringing this matter to our attention.
You need to respond back to the Independent Complaints Arbitrator who will respond to you in due course. The escalation process was sent to your cell number.
We trust you find this in order, however, should you require any further assistance in the interim, please feel free to contact us again. Kind regards,
Market Conduct
Clientele Life's reply30 Jul 2025, 09:01
Official
Dear Martha M,
Thank you for bringing this matter to our attention.
You need to respond back to the Independent Complaints Arbitrator who will respond to you in due course. The escalation process was sent to your cell number.
We trust you find this in order, however, should you require any further assistance in the interim, please feel free to contact us again. Kind regards,
Market Conduct
Thank you for bringing this matter to our attention.
You need to respond back to the Independent Complaints Arbitrator who will respond to you in due course. The escalation process was sent to your cell number.
We trust you find this in order, however, should you require any further assistance in the interim, please feel free to contact us again. Kind regards,
Market Conduct