Downgrade / Refund

Utterly disappointed with the service from Liberty Life, been a client for 30 years, downgraded my policy due to retrenchment. This was signed in August 2025 with the effective date been 1st September 2025. No changes have been implemented, my portfolio is exactly the same on the website and my old premium plus the new increase was also deducted. I have also submitted the refund form for this as well.....what is going on with the customer care service.