Appalling service with lack of integrity

<p>Policy number: ********** 62</p> <p> </p> <p>I’m writing to complain about the service I have received from IUA business solutions and the lack of integrity around honoring my claim based on the policy schedule issued to me.</p> <p> </p> <p>My complaint relates to the fact that I contacted IUA in the month of February where I requested my policy documents around a claim that I had. The policy documents that was furnished to me was an employee of IUA, and I officially submitted a claim on the 28th of March and acknowledgment of this claim took place on the 31st of March 2017.</p> <p> </p> <p>I then called IUA on the 6th of April 2017 to obtain a time scale of pay-out and asked a few questions, around my cover where your agent Conway confirmed how my cover will work and how payout will be made. I then get a call back from Conway stating that I’m not covered for the benefits explained to me because Thabile sent me the incorrect policy documents. Due to this taking place, I shouldn’t be prejudiced in any way.</p> <p> </p> <p>The above complaint was raised on the 07/04/2017, with an SLA of 5 days to deliver feedback, which is not being adhered to, and further to this, the feedback I received from you is that I can’t do much since you have already escalated the matter to the insurer.</p> <p> </p> <p>Can you please answer the following questions for me:</p> <p> </p> <p>WHAT WE DO</p> <p>Efficient : How is IUA efficient when you cannot deliver feedback within SLA?</p> <p>Customer-Focused : Where is the customer focus if I as a customer cannot escalate any further even though I’m not receiving feedback?</p> <p>Meticulous : How have IUA been meticulous in their actions as you cannot rectify or be accountable for a mistake that is made by IUA?</p> <p> </p> <p>Awaiting your urgent response</p> <p> </p> <p> </p>