Liberty’s Poor Service and Unreliable Products. A Customer’s Experience

I’m very disappointed with the service and product quality I’ve experienced from Liberty.

I took out a funeral policy with Liberty several years ago, and after reviewing my records, I realised that my total premiums now far exceed the actual cover amount which makes no financial sense. At the time of signing up, it felt as if the agent just picked a product off the shelf without understanding my needs.

There was also supposed to be a cashback benefit after five years, which should have doubled by now. Yet, Liberty has never contacted me about it. Ironically, they are extremely efficient when it comes to processing debit orders, even on weekends and public holidays, but completely silent when it comes to fulfilling their promises or assisting customers.

When I eventually followed up, my case was handled by an agent named Nokuthula Nkosi, who unfortunately gave me the runaround. Her replies were delayed and only came when I followed up repeatedly. Since October 9th, my query has gone unresolved, and my latest email still sits unanswered in their inbox.

If this is how Liberty handles a simple cashback query, I can only imagine the frustration one would face during a claim process.

Liberty, this is unacceptable. Customers deserve transparency, communication, and accountability, not silence and poor service.