LIBERTY LIFE - INCOMPETENCE

Liberty Life seems to operate around a measure of grande incompetence. My 17 year running RA suddenly dropped in illustrative value by 40%. I queried it in OCTOBER 2021 and only received an SMS on 15 DECEMBER 2021 to say that their written response from their actuarial department wasn’t able to reach my email address - no phone call - just an sms. When I checked I saw they had sent the correspondence to my gmail account but with a DOT CO ZA suffix instead of DOT COM. Now I ask you WHO send an email to a gmail address like that ? Then I called the contact center and they apologised and said they would send it again - then they sent it to the same INCORRECT EMAIL ADRESS AGAIN. Then I called again and they sent it to the correct email address BUT with a HTML file attachment which everyone knows is a great risk for compromise and security vulnerabilities and exploits. Then I asked that a senior person call me back and the individual who called me indicated that their website and correspondence and policy wording has numerous DISCLAIMERS I should be aware of- at which point I killed the call in disgust.

The reason for the 40 % loss on my illustrative value is because the policy is invested in PROPERTY - I asked him why they did not switch to a growth instrument and he said they can’t do it without my permission - to which I said they took TWO MONTHS to reply to my escalation in OCTOBER and were not able to get that right.

This is a DISGRACE