No assistance after numerous calls and emails to update cover

I am extremely disappointed with the service received regarding a simple membership update for my Dis-Chem Accident Cover.

After numerous emails and phone calls, I am still unable to remove one member and add a new member to the policy. During my latest call, I spoke to a consultant whose name sounded like Sigithwe. I explained that I wanted to remove one member, keep the existing two members on the policy, and add a new member. I provided the ID numbers of the members who were to remain on the cover.

The consultant advised that she would transfer us to someone who could assist in Afrikaans. However, after being transferred, the call simply rang for more than four minutes with no answer from anyone. Eventually, the call had to be terminated without any assistance being provided.

I also emailed proof of payment in the form of a bank statement to ***, clearly showing payments for three members. Despite providing this information, I was repeatedly advised that they could not assist because the member's ID number could not be found on the system.

What is particularly frustrating is that no one was willing to investigate further by searching under the details of the person who originally took out the policy for the three members. Instead, I was repeatedly told that they could only assist with ID numbers already appearing on their system.

To date, I have still not been provided with a policy number, despite numerous attempts to obtain assistance. I have never submitted a claim against this policy, and all premiums have been paid on time every month. I therefore find it unacceptable that premiums are being deducted regularly, yet no one can provide me with the policy details or assist with a straightforward membership amendment.

I request that this matter be escalated urgently, that the policy details be provided to me, and that the requested membership changes be processed without further delay.

Llewellyn Smith ***