False Advertising, Lack of Honesty and Integrity!

Last year my Mom passed away in September. I then claimed against her life policy with IUA in November and was eventually told in February this year (After calling on many occasions to follow up) that the claim was declined due to non-payment of two premiums, yet the account was still active right up to the point of my Mom's passing. IUA please stop saying to clients that you have a 7 day turnaround time to assess a claim as this is false advertising!

I then called through to their call centre and claims department a few times to clarify the information given to me. Communication within departments is pathetic as so many agents could not assist me adequately with information. Agents were giving me very different stories about which months reflected the outstanding payments. Eventually I was told that the first premium in January 2018 when the policy incepted did not go off the bank account and that another premium was missed between the months of May and June. Why then were they still debiting the account until September 2018? Why was the policy not cancelled if in their policy wording it states "Lapse means a cancellation of the policy, cover and benefits that occurs when monthly premiums are not paid after the grace period has expired." The grace period is 30 days as worded in the policy. Why then after the first "missed" payment did the insurer not cancel the policy?

Further to these questions I have since requested a list of premiums collected on this policy 3 times. This is has not been supp**** to me as of yet! Upon my second attempt via email I was advised by a policy administrator via email that the claim is being resubmitted. Why? If nothing was wrong with the instruction to decline the claim why is it being resubmitted?

I am going to escalate this issue as I am in the process of obtaining authority to access all my Mom's bank statements and documents through the commission of the High Court, to verify the information given to me by IUA.

I do not believe that IUA and Betterlife have been honest, nor have they any integrity when it comes to their clients. Taking their money even when policies should have lapsed and then still have the audacity to decline claims. They are also certainly unprofessional and falsely advertise their life product! I have since cancelled mine and my partners policies with them.

This is not the last you will hear from me.