Liberty Life Policy

My mother passed away on the 25.06.2021. She had a policy with Liberty life since 2004.11.01: *** Product Type LIFECARE POLICY. I tried to claim from this policy since 09.07.2021 and followed up with telephone calls 09/13/19.07.2021. I was told it takes 5-7 working days for a claim to be processed & there was no funeral cover. Eventually on the 23.07 the email response received was: "We are currently validating if there is a benefit payable or premium refund due, feedback will be provided based on the following: • 1. If there is a benefit payable and we have received all of the necessary claims documents, we will process the payment; or • 2. If there is a benefit payable and we have not received the necessary claims documents, we will inform you of the outstanding requirements; or • 3. Should there be no benefit payable, we will inform you as to the reason/s.

On the 30th.07.2021, I got an email that the owner is not covered on this policy, only the extended members are covered, therefore there is no claim payable. I should advise if there is family member who will continue paying the premiums on the policy to keep it in force for the covered members. I then requested for the policy schedule so as to see what was the contents of that policy in order to make an informed decision and subsequently discovered that it was only my mother and my cousin who passed on in 2014 covered. I informed Liberty that it will not make sense to continue as both parties were deceased. I requested for claim forms for my late cousin and only received them on the 16.08.2021 indicating that: Life Assured: D P Mosoeu "We have received your claim and are unable to process it until we receive the following information: - Beneficiary Identity document - Claimant Statement - Non Retirement Annuity (attached) - Proof of Account (Cancelled Cheque / Bank Statement) Claim is payable to beneficiary Matshidiso Faith Mosoeu (daughter). Please allow 24 hours for the information to be allocated to the policy before contacting us to confirm receipt". I forwarded all the required stated documents on the 17.08.2021 but I still have not received any response. I have emailed again yesterday 30.08.21 and added additional documents such as my late cousins ID & death certificate.

Today the 31st, I called again and spoke to Monique and she also did not understand why it was taking long but said she would escalate to the assessor by the name of Adelaide who will hopefully provide feedback...

I don't understand why my late mother is not covered as the policy clearly states that: LIFECARE POLICY Owner Mrs. DP Mosoeu Life Insured Mrs. DP Mosoeu

The claim for my late cousin has also not be processed up to date.

Liberty Life service is really poor and pathetic to say the least!