ATROCIOUS SERVICE FROM FINANCIAL ADVISOR

I am writing to formally place on record my serious dissatisfaction with the manner in which Nerishka's dental claim has been handled, the advice provided to us, and, in particular, the lack of communication and support received from you as our financial adviser. This matter has now been ongoing for nearly three years, and the situation has reached a point where I can no longer accept further delays, unanswered communications, or being passed from one process to another. The change to Nerishka's dental benefit cover was processed on 31 August 2023 on your recommendation and through your intervention. This subsequently resulted in the initial claim being rejected. During this period, we made numerous attempts to obtain assistance from you, including telephone calls and emails, but your lack of response left us without the professional support we were entitled to expect. On 9 June 2025, we again contacted you via WhatsApp specifically to obtain your advice and confirmation that all the required documentation was in order before proceeding. We re**** on the advice you provided and proceeded accordingly. Unfortunately, that advice proved to be incorrect, and the claim was subsequently rejected again. This is particularly concerning because we did not make these decisions independently. We specifically sought your professional advice and re**** upon the guidance provided to us as our financial adviser. Since then, we have made repeated attempts to contact you by telephone, WhatsApp and email, yet we have continued to experience unacceptable delays and a lack of meaningful assistance. This level of communication is simply not acceptable from a financial adviser who is responsible for advising and assisting clients with matters of this nature. Furthermore, on 17 December 2025, you advised us to upgrade Nerishka's medical aid plan, which became effective on 1 January 2026, with the understanding that this would assist in resolving the issue. We have followed the advice provided to us at every stage. Despite this, we are now left with outstanding dental expenses and a procedure that has been delayed for an unreasonable period of time. I therefore expect you to take full ownership of this matter and urgently engage with Liberty and the medical aid to resolve the claim. Given the circumstances, I am requesting that Liberty formally investigate: 1. The advice provided to us regarding the change to Nerishka's dental benefit on 31 August 2023; 2. The advice provided on 9 June 2025 regarding the documentation required for the claim; 3. The subsequent rejection of the claim and the reasons for such rejection; 4. The advice provided on 17 December 2025 regarding the upgrade of the medical aid plan; 5. The numerous unsuccessful attempts we have made to obtain assistance and communication from Kovendra; and 6. Whether the financial consequences arising from the incorrect advice and lack of appropriate assistance should be borne by us. I am no longer prepared to accept that we should personally carry the financial consequences of advice that we specifically sought from our financial adviser and re**** upon in good faith. Accordingly, I expect Liberty to urgently review the circumstances surrounding this matter and consider settlement of the outstanding dental expenses, given the history of the advice provided and the inadequate service and support received. I can provide the latest doctor's statement and quotation if required. However, I would expect Liberty and yourself to review the documentation already submitted before requesting information that has previously been provided. Please provide me with a written response and a clear action plan within 5 business days of receiving this email, confirming: • who is taking responsibility for resolving this matter; • what action will be taken with the medical aid; • when can I expect Liberty settling the outstanding dental expenses; and • the expected timeframe for final resolution. If I do not receive a satisfactory response within this timeframe, I will proceed with a formal complaint directly to the relevant regulatory/complaints authorities, including the appropriate financial services complaint channels. I will also consider making the matter public, including documenting the history of the service received and the attempts made to obtain assistance. I have retained the relevant emails, WhatsApp correspondence, call records, claim documentation and other supporting evidence relating to this matter. This documentation will be made available as part of any formal complaint or investigation. I want to be very clear that this email is not simply a request for assistance. It is a formal complaint regarding the advice provided, the subsequent consequences, and the unacceptable level of service and communication we have received. After almost three years of dealing with this matter, we require accountability and a resolution—not further delays or explanations. I look forward to receiving your written response within 5 business days. Regards, Sunitha