Are you actually processing my 24 March claim or not, Liberty?

Please Note: I am temporarily deaf – rehabilitating after a cochlear implant which is the reason for the claim. All comms via email please

I have mailed the following to *** today re policy ref ***

>>>>> Please see attached claim submitted 24 March. No automated acknowledgment message (if one would have been sent anyway). I did receive a Read Receipt same day but nothing further from you

Followed up on 31 March – No automated acknowledgement or Read Receipt received (although they might have been deleted by me in error)

Followed up again on 9 April – again no automated acknowledgement but did get a Read Receipt same day

It’s now 20th April – now four weeks since submission. Still no word from you. And, with your silence, I have no claim ref to quote either which leaves me wondering if you have actually started processing the claim anyway

What’s going on?

Further, assuming that you are actually processing, I should be able to see status and progress in My Claims in my profile in your web site – Yes? Except that it is non-operative and the page informs:

>>>> MyClaims >>>> Sorry, we are experiencing technical difficulties with MyLiberty Claims functionality at this time.

This seems to be a permanent state of affairs. I sent a query to *** re this on 26 March: Read Receipt received but no response or, seemingly, action on your part and the page remains inoperative as at the time of writing

Don’t you think that it would be appropriate and polite to keep me posted?

In your Code of Ethics in your web site, I read:

“We commit to: • Treating clients fairly, honouring obligations and respecting their dignity, while ensuring that >>>> all communication <<<< including advertising – is truthful and accurate. • Building sustainable, trust-based relationships, as we ensure the confidentiality and privacy of personal information is preserved. • >>>> Engaging with and responding to clients in a professional, efficient and effective manner. <<<<”

(Couple of disconnects there, wouldn’t you think?)

I trust that I’ll hear from you via an immediate response – meaning a substantial update and not just an automated acknowledgement or Read Receipt of course!

Thank you

(Disclaimer: I have read various related documents and web site pages looking for a possibly applicable “wait period” and have not found same. If same exists and is applicable to the subject claim, I stand by the above comments nonetheless)

>>>>> Please see attached claim submitted 24 March. No automated acknowledgment message (if one would have been sent anyway). I did receive a Read Receipt same day but nothing further from you

Followed up on 31 March – No automated acknowledgement or Read Receipt received (although they might have been deleted by me in error)

Followed up again on 9 April – again no automated acknowledgement but did get a Read Receipt same day

It’s now 20th April – now four weeks since submission. Still no word from you. And, with your silence, I have no claim ref to quote either which leaves me wondering if you have actually started processing the claim anyway

What’s going on?

Further, assuming that you are actually processing, I should be able to see status and progress in My Claims in my profile in your web site – Yes? Except that it is non-operative and the page informs:

>>>> MyClaims >>>> Sorry, we are experiencing technical difficulties with MyLiberty Claims functionality at this time.

This seems to be a permanent state of affairs. I sent a query to *** re this on 26 March: Read Receipt received but no response or, seemingly, action on your part and the page remains inoperative as at the time of writing

Don’t you think that it would be appropriate and polite to keep me posted?

In your Code of Ethics in your web site, I read:

“We commit to: • Treating clients fairly, honouring obligations and respecting their dignity, while ensuring that >>>> all communication <<<< including advertising – is truthful and accurate. • Building sustainable, trust-based relationships, as we ensure the confidentiality and privacy of personal information is preserved. • >>>> Engaging with and responding to clients in a professional, efficient and effective manner. <<<<”

(Couple of disconnects there, wouldn’t you think?)

I trust that I’ll hear from you via an immediate response – meaning a substantial update and not just an automated acknowledgement or Read Receipt of course!

Thank you

(Disclaimer: I have read various related documents and web site pages looking for a possibly applicable “wait period” and have not found same. If same exists and is applicable to the subject claim, I stand by the above comments nonetheless)