Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Liberty Group South Africa is described as an insurer where paying premiums is effortless but getting money out is not. Recurring themes include stalled death, pension and two pot claims, unanswered emails, and unexplained debit order errors. Agent Quality (2.1) is the strongest theme, carried by a small group of named consultants, while Claims Handling (0.7) attracts the most consistent criticism.
Top Strengths:
- •Agent Quality & Customer Care: A minority of customers name individuals such as Muxe Mhlongo, Nikita Govender, Nyiko Shipalane, Marlize Jooste and Vusi as exceptional, patient and professional. These isolated experiences lift Agent Quality (2.1) above every other scored theme for this business.
Replied to 99% of negative reviews
Reply time on negative reviews: 16h 8m
TrustIndex
2.4
Ranking
#14
in Funeral Insurance
Reply Time
15h 47m
NPS Score
-65
Recommended: Unlikely
Replied to 99% of negative reviews
Reply time on negative reviews: 16h 8m
Nov '25 - Oct '26
Frequently Asked Questions About Liberty Group South Africa
What do customers say about Liberty Group South Africa?
Based on recent customer reviews, Liberty Group South Africa is described as an insurer where paying premiums is effortless but getting money out is not. Recurring themes include stalled death, pension and two pot claims, unanswered emails, and unexplained debit order errors. Agent Quality (2.1) is the strongest theme, carried by a small group of named consultants, while Claims Handling (0.7) attracts the most consistent criticism.
What is Liberty Group South Africa's biggest strength?
Liberty Group South Africa's biggest strength, according to Hellopeter's AI analysis, is Agent Quality & Customer Care. A minority of customers name individuals such as Muxe Mhlongo, Nikita Govender, Nyiko Shipalane, Marlize Jooste and Vusi as exceptional, patient and professional. These isolated experiences lift Agent Quality (2.1) above every other scored theme for this business.
What are the most common complaints about Liberty Group South Africa?
The most common complaint about Liberty Group South Africa, based on Hellopeter's AI analysis of recent customer reviews, is Pricing, Premiums & Transparency. Pricing, Premiums & Transparency (0.8) is dominated by multiple premiums debited in one month, debits continuing after cancellation, refunds that never arrive, and increases of 40 to 100 percent issued without explanation or added benefit.
How does Liberty Group South Africa compare to other Brokers companies?
Liberty Group South Africa scores 1.1 out of 5 on Hellopeter's AI analysis of service quality in Brokers, compared to the Brokers industry average of 3.1. Their strongest theme is Agent Quality (2.1); their weakest is Claims Handling (0.7). The top AI-rated Brokers business on Hellopeter is Brolink (4). How is the AI Score calculated? →
Is Liberty Group South Africa trustworthy?
Liberty Group South Africa has a TrustIndex of 2.4 out of 10 on Hellopeter, based on 355 reviews in the last 12 months. They reply to 99% of negative reviews, typically within 16 hours 8 min. Hellopeter has tracked Liberty Group South Africa across 4,173 total reviews. How is the TrustIndex calculated? →
Recent reviews (355)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Jul 2011
Beneficiaries not being saved on MyLiberty portal
MyLiberty portal is not saving new beneficiaries despite giving a success message. When I log back in a few days later they are gone. I try again and the same thing happens. I notified customer support and they do nothing apart from sending me a manual beneficiary form to fill in. This issue is huge and a regulatory violation: People think they have updated their beneficiaries and they are not. Your support teams ignore me when I complain and report the bug in detail and ask them to escalate to their dev and compliance teams and notify their customer base of the issue. No one does anything. No one cares!
1 reviews | Active since Jul 2011
Beneficiaries not being saved on MyLiberty portal
MyLiberty portal is not saving new beneficiaries despite giving a success message. When I log back in a few days later they are gone. I try again and the same thing happens. I notified customer support and they do nothing apart from sending me a manual beneficiary form to fill in. This issue is huge and a regulatory violation: People think they have updated their beneficiaries and they are not. Your support teams ignore me when I complain and report the bug in detail and ask them to escalate to their dev and compliance teams and notify their customer base of the issue. No one does anything. No one cares!
1 reviews | Active since Jan 2024
Poor Customer Service
I have an experience of poor customer service with Liberty. I am trying to cancel a policy and I am not getting any assistance from the group. May I urgently please be assisted as I am paying for something I no longer need anymore
1 reviews | Active since Jan 2024
Poor Customer Service
I have an experience of poor customer service with Liberty. I am trying to cancel a policy and I am not getting any assistance from the group. May I urgently please be assisted as I am paying for something I no longer need anymore
1 reviews | Active since Jan 2020
Liberty's Five-Year Claims Delay Is Pushing Our Family Into Financial Distress
I am writing this complaint with deep frustration, disappointment and desperation regarding Liberty's handling of our claim. We have been waiting for more than five years for this claim to be finalised. Every time we contact Liberty, we receive different explanations, yet we are still waiting for the money that could help us move forward with our lives. Liberty only started the process in August, and we are now approaching another month without a resolution. We keep receiving updates that give us hope, but nothing seems to change. How much longer are we expected to wait? The consequences of these delays are devastating. Because of this outstanding claim, I have already had to face the possibility of Standard Bank repossessing my vehicle. Now, the situation has become even worse because I am facing the reality of not having enough money to afford even our basic necessities in the coming month while I am on leave. This is no longer just about waiting for a claim payout. It is about our dignity, our financial security and our ability to meet our everyday needs. We have been left in an extremely difficult position, emotionally and financially, while waiting for a process that has dragged on for years. It is heartbreaking to think that a claim that should help us during a difficult time has instead become another source of stress and uncer*****y. If we had known that we would be waiting this long, we could have started adjusting to our circumstances much earlier instead of continuing to hold on to promises and hope. I want Liberty to understand that there are real people behind these claims. We have bills to pay, responsibilities to meet and families to support. We cannot put our lives on hold indefinitely while waiting for answers. I am pleading with Liberty to take this matter seriously, escalate the claim to senior management and provide a clear written explanation of what is delaying the payout, what steps remain outstanding and when we can realistically expect payment. Five years is far too long to leave a family waiting in uncer*****y. We need urgent action, not more explanations and empty promises. I sincerely hope that Liberty will finally show accountability and compassion and resolve this matter before our financial situation deteriorates any further.
1 reviews | Active since Jan 2020
Liberty's Five-Year Claims Delay Is Pushing Our Family Into Financial Distress
I am writing this complaint with deep frustration, disappointment and desperation regarding Liberty's handling of our claim. We have been waiting for more than five years for this claim to be finalised. Every time we contact Liberty, we receive different explanations, yet we are still waiting for the money that could help us move forward with our lives. Liberty only started the process in August, and we are now approaching another month without a resolution. We keep receiving updates that give us hope, but nothing seems to change. How much longer are we expected to wait? The consequences of these delays are devastating. Because of this outstanding claim, I have already had to face the possibility of Standard Bank repossessing my vehicle. Now, the situation has become even worse because I am facing the reality of not having enough money to afford even our basic necessities in the coming month while I am on leave. This is no longer just about waiting for a claim payout. It is about our dignity, our financial security and our ability to meet our everyday needs. We have been left in an extremely difficult position, emotionally and financially, while waiting for a process that has dragged on for years. It is heartbreaking to think that a claim that should help us during a difficult time has instead become another source of stress and uncer*****y. If we had known that we would be waiting this long, we could have started adjusting to our circumstances much earlier instead of continuing to hold on to promises and hope. I want Liberty to understand that there are real people behind these claims. We have bills to pay, responsibilities to meet and families to support. We cannot put our lives on hold indefinitely while waiting for answers. I am pleading with Liberty to take this matter seriously, escalate the claim to senior management and provide a clear written explanation of what is delaying the payout, what steps remain outstanding and when we can realistically expect payment. Five years is far too long to leave a family waiting in uncer*****y. We need urgent action, not more explanations and empty promises. I sincerely hope that Liberty will finally show accountability and compassion and resolve this matter before our financial situation deteriorates any further.
1 reviews | Active since Oct 2026
Liberty hikes premiums for the elderly: 38% this year, 45% next year
Client turns 94 next month, and he has paid premiums diligently on his Liberty life policy for the last 37 years. But now because of the age risk liberty has hiked his premiums up by 38% this year and has confirmed another 45% hike next year Liberty informed us in writing his premium for this year would be 84K - They then debited R116K . Last year they also debited 3X his premium "in error". They do not inform you on the onset of taking the policy that the premiums would increase substantially with age, due to their risk factor. Please be careful when signing up for a life policy with Liberty. Senior citizens can be hit with premium increases they can no longer afford.
1 reviews | Active since Oct 2026
Liberty hikes premiums for the elderly: 38% this year, 45% next year
Client turns 94 next month, and he has paid premiums diligently on his Liberty life policy for the last 37 years. But now because of the age risk liberty has hiked his premiums up by 38% this year and has confirmed another 45% hike next year Liberty informed us in writing his premium for this year would be 84K - They then debited R116K . Last year they also debited 3X his premium "in error". They do not inform you on the onset of taking the policy that the premiums would increase substantially with age, due to their risk factor. Please be careful when signing up for a life policy with Liberty. Senior citizens can be hit with premium increases they can no longer afford.
1 reviews | Active since Oct 2026
I did not receive my cash out
I waited more than 7 days to receive my cash back, but still have not received my money. Instead the Stash Team Rep sent me an email stating the issue is with my bank which is a lie because I contacted my bank and they said everything is good. Now Stash team is not responding to my email. I highly do not recommend anyone using them
1 reviews | Active since Oct 2026
I did not receive my cash out
I waited more than 7 days to receive my cash back, but still have not received my money. Instead the Stash Team Rep sent me an email stating the issue is with my bank which is a lie because I contacted my bank and they said everything is good. Now Stash team is not responding to my email. I highly do not recommend anyone using them
1 reviews | Active since Feb 2023
No feedback on Claim
Good day, I have submitted a claim on the 31 August 2026, and I have not received feedback on the claim outcome. No call for an update and issues that are delaying the claim. Been calling since the 15 days lapsed and they are just not taking me seriously whoever needs to update me and it is very frustrating that we are trusting this entity with our lives and they do not even have the decency to make a call or reply to emails that we send them. What happened to Liberty Life that I once used to know. It is very concerning that I have no idea what is happening with the claim and it has been quiet for a month even after breaching SLA by Liberty and their promise of 15 working days: • Escalation number: *** • Claim Assessor: Nondumiso Dlamini My Broker has not been able to assist here as he says Liberty needs to engage with me directly on status of my claim. Regards, Fumani
1 reviews | Active since Feb 2023
No feedback on Claim
Good day, I have submitted a claim on the 31 August 2026, and I have not received feedback on the claim outcome. No call for an update and issues that are delaying the claim. Been calling since the 15 days lapsed and they are just not taking me seriously whoever needs to update me and it is very frustrating that we are trusting this entity with our lives and they do not even have the decency to make a call or reply to emails that we send them. What happened to Liberty Life that I once used to know. It is very concerning that I have no idea what is happening with the claim and it has been quiet for a month even after breaching SLA by Liberty and their promise of 15 working days: • Escalation number: *** • Claim Assessor: Nondumiso Dlamini My Broker has not been able to assist here as he says Liberty needs to engage with me directly on status of my claim. Regards, Fumani
1 reviews | Active since Mar 2024
Worst experience
Stash is just another **** I made a withdrawal and I still have not received my money it's waay past 7 working days and stash teams does not even bother to respond to *** it's been days. Stop *****ing from the poor trust you with our money only to find out you are ********
1 reviews | Active since Mar 2024
Worst experience
Stash is just another **** I made a withdrawal and I still have not received my money it's waay past 7 working days and stash teams does not even bother to respond to *** it's been days. Stop *****ing from the poor trust you with our money only to find out you are ********