Claim Denied Despite Having Valid Cover

I am extremely disappointed with Liberty Life after they denied my wife’s claim, even though she had active cover for loss of income due to illness.

My wife suffered from pneumonia, which made it impossible for her to work, especially since she’s a hair stylist who works closely with chemicals app**** to clients' hair. On top of that, she also had a serious case of H. Pylori — a stomach bacteria that was confirmed through both doctor assessments and medical test results. Despite this, her claim for loss of income was rejected.

We took out this policy specifically for situations like this, hoping to have support when illness rendered her unable to work. We provided all required documentation, including medical certificates and test results, but the claim was still denied. The reasoning provided was completely unjustified and goes against the very purpose of the cover we had in place.

As a result of this claim rejection, we were forced to go under debt review, and we're still struggling with our finances, as we were in arrears with a lot of accounts. My wife is still experiencing the after-effects of the pneumonia and still cannot work with the chemicals required in her profession. On top of that, the stomach issues caused by the H. Pylori infection persist, further impacting her ability to earn.

This financial strain also led to us being unable to continue paying for our life insurance premiums. As a result, we now have no life cover, which has added even more stress to an already difficult situation. We simply can’t afford it with the loss of income and the outstanding debt we’re dealing with.

Even though this claim was rejected a while ago, a friend advised me to still lodge a complaint in the hope of getting some form of resolution or explanation for such an unjust denial.

This experience has left us feeling misled, frustrated, and utterly let down. It's incredibly disheartening to pay premiums for peace of mind, only to be denied when we truly needed help. We expected empathy and assistance — instead, we got excuses.

I strongly urge others to carefully review their policies and be cautious before relying on Liberty Life - Life Cover. What should have been a safety net during a difficult time has turned into a source of additional stress.