Utterly *********** staff!! Not calling back, Passing the bucket and not getting hold of the correct person!!

A claim for a personal loan insurance was done about 3-4 months ago!

Originally it was logged and documents was asked, after sending the docs and getting an automated response ref email I heard nothing back at all after that!

After phoning in about a month later I was told the assessor needs more documents (But no one calls to tell you they need more documents... they just leave everything pending until you call in someday!)

After sending those docs I then AGAIN didn't hear anything back... After another month of hearing nothing I decided to call in again and got told they now again need... MORE documents... (I again wasn't informed of this until I decided to call in myself for a followup!

This time I needed a affidavit to confirm I am not receiving a salary. Ok, fine so I did that and sent it in... Another month or so passed and nothing again until I called in and got told they now AGAIIIIN need more documents... This time a letter from an accountant to confirm no income (I HAD TO PAY FOR THIS LETTER)... Alright so I had to phone in again to get this info because again no one calls to tell the client MORE documents are needed...... So I again sent what they needed!

A month later... AGAIN! I decide I'm not getting any feedback so I guess I the client need to call in again but ok..

So I call in and get told by a normal operator its been declined due to not having that cover.. once I said but its stipulated in the T&C's I get told "Ohh.. Ok its been declined due to still receiving an income..." Really???? Then When I say but its rental income that was received and money from family not a salary where I work, I get told. "Alright.. let me check because its not a manual decline its an automated system decline as the system picked up income coming into the account!"

So here it goes from not having cover to suddenly income being picked up (Not salary income though as what the claim was made for.)

Then I get told because at the end of March I was still paid for the 1st 2 weeks of March work. That is why it has been declined even though we couldn't earn an income for about 2 and a half months from Mid March - Beginning June!

Then when the operator starts realizing it doesn't make sense, I get told I need to call his team leader to help as she can assist in this situation, he gives me the team leaders number and guess what.. 2 days in a row no answer! Leaving messages but nothing gets done and nobody comes back to me!! Absolutely PATHETIC!!! I want this sorted out IMMEDIATELY!! 4 months for a simple claim has been long enough!!!