Liberty’s Delayed and Unfair Handling of Living Lifestyle Policy Claim – Ongoing Since 2021

We are extremely disappointed with Liberty’s handling of my mother’s Living Lifestyle Policy claim, which was initially lodged on 17 March 2021. Despite consistent efforts on our part to provide every medical report, scan, and supporting document requested — this claim has still not been resolved more than four years later. Liberty came back stating that we do not meet the criteria. We have since formally escalated this decision for further review, as we strongly believe the decision is incorrect and unfair based on the ongoing deterioration of my mother’s health and the extensive documentation already provided. Over the years, my mother’s health has declined significantly. She suffers from chronic illnesses, has undergone operations (including to save her eyesight), and is now unable to carry out normal daily activities at home. The very purpose of this policy — taken out by my father in 1997 — was to support her in exactly this kind of situation. Yet Liberty continues to delay and make the process unnecessarily difficult. What makes this worse is that my mother is no longer on medical aid due to affordability, and every request for more information from Liberty forces us to pay specialists and doctors out of our own pocket — when the policy we are claiming against is meant to help cover these exact costs. We are tired of the back-and-forth, the silence, and the lack of accountability. It feels like Liberty is doing everything possible to avoid paying. My mother’s condition is worsening, and treatment is becoming more demanding and expensive — we cannot keep waiting indefinitely. We urge Liberty to take this matter seriously, to conduct a proper and fair review of the claim, and to respond with urgency and compassion. Delaying any further is unacceptable.

V Reddy - ***