Liberty Life delays in paying a claim.

My wife contracted Parkinsons towards the end of last year 2020 and we have a Lifestyle Protector policy with Liberty Life no. *** which we took out on 2nd November 2018.

We put a claim in for the cover she has of R500,000 around the 15th December 2020. Liberty then asked us for information from the Neurologist that has been treating my wife for the past several months and the Physician that referred her. This information was duly sent to Liberty. I asked if this was the only information they required and was told it was. Approximately 2 weeks went by and Liberty then asked for further reports this time from our GP. As doctors these days are generally very busy, these reports can take several days to complete and send to Liberty. Again I asked if this now was ALL the information that Liberty required and was told that it was - for the second time. Another 2 weeks went by and we were notified by Liberty that they now required forms from my wife's gynaecologist and another 2 doctors my wife had consulted in the past. These forms were eventually sent to Liberty and we asked them why doesn't Liberty ask for ALL the necessary information together in one lot?? These are obviously delaying tactics used by ************ financial institutions which cause tremendous anguish and frustration. The matter has not been resolved yet, over 2 months after we sent our claim, and when we ask Liberty why the claim has not been paid out yet, we keep getting told that it is with the "assessors". Liberty has now received ALL the necessary medical information that they need and that we can possibly give them. We believe that this will be drawn out much further and our broker has also written to them telling Liberty that their handling of this claim is totally unacceptable.

Below is what Liberty prints on their stationery :

YOURLIFESTYLEPROTECTOR POLICY Thank you for choosing Liberty as your insurance partner. As one of South Africa's largest financial services companies, you can rely on our commitment to providing benefits that help protect you and your family against temporary or permanent financial difficulty.

Well, it is a joke!

I would be grateful if you would take this matter further and ask Liberty why they are delaying paying our claim.

Thanking you Italo Fioravanti (on behalf of my wife Eleanor Fioravanti - ID ***)