Income Protector Payout not made due to more than 6 months incomplete investigation

I have been waiting for a payout of my income protector for round 6 months.

I get no feedback and the information they require and investigation being conducted is being carried out so poorly. They asked for information on treatment I NEVER EVER received. I had to get confirmation from me Medical Aid that confirmed that I recieved different treatment and there was no reason for them to ever determined I every had the alleged injury/treatment.

They are waiting for GP reports from more than 5 or 6 years ago after receiving more recent reports from actual specialist. All of this on treatment I received which is unrelated to my claim which is for a hysterotomy.

The last information that I had to search for for them was provided more than three weeks ago after I pushed to find out what they still needed and what exactly was going on.

Nobody is taking my claim seriously or applying the expected quality attention to determine information and follow ups are done via email to an email address which does not exist, even when a telephone number was provided so that they can confirm if their email was received.

My husband and I both have income protectors, pension annuities, life insurance and pension policies for our kids. I have been with Liberty for more than 11 or 12 years.

I cannot believe that this is how this claim is being treated despite numerous follow ups and complaints directly to them.

This is unacceptable. I am happy for them to investigate and get what information they want, but the time they are taking due to incompitance and poor attention to my claim is unbelievable.