Lack of Service and Ongoing Support from Liberty Life Adviser

Following the passing of my father, our family received support and guidance from a Liberty Life financial adviser during a very difficult period. Based on the advice provided, we decided to reinvest the life cover proceeds through Liberty Life with the same adviser.

Unfortunately, since the investment was made, the level of service has been extremely disappointing. Communication has been virtually non-existent, and we do not receive regular updates or quarterly investment statements unless we repeatedly follow up ourselves. It appears that once the investment was secured, the ongoing client service and support ceased.

What is particularly frustrating is that adviser fees and commissions continue to be paid, yet there is little to no proactive engagement from the adviser. As clients, we should not have to continually chase information regarding our own investment portfolio.

Reflecting on this experience, I now recall that my late father experienced similar challenges with the same adviser, which makes the situation even more disappointing. Had I known that the level of service would deteriorate so significantly after the investment was made, I would have reconsidered my decision to reinvest through Liberty Life.

I would appreciate a response from Liberty Life regarding the expected service standards for financial advisers, as well as assistance in ensuring that we receive regular portfolio updates, statements, and the level of client service that was promised when the investment was established.

I hope this matter can be addressed promptly and professionally.