Policy holder being blamed for error by Liberty Financial Advisor

Good Day ,

It has now been 4 weeks since my father passed away and Liberty has still not paid out the funeral policy.

As explained, I had to make a loan to pay for the costs and now, I cannot assist my unemployed mother with her housing costs which has had such an effect on her that she is currently in Tygerberg Hospital in the psychiatric unit getting assistance. She is getting calls and letters of debt.

Yesterday I received a call advising that Liberty team met and I will receive feedback on 11.04.2023 however I received no feedback to date.

I have provided : 1. All the documents required 2. Proof of my email correspondence with the Liberty Financial Advisor requesting a Liberty funeral policy for my father 3. Proof of confirmation from the Liberty Financial Advisor 4. Proof that I further asked him to confirm the beneficiaries and I listed them (written request) 5. Proof from the liberty financial advisor CONFIRMING my request has been documented I was never informed I was covering children. I am an educated women – I would have never made such a poor choice to cover a 3 year old child and not my unemployed parents. For that reason, I had cover for them at FNB and asked Bjorn can Liberty give me the same benefit and he confirmed

As my Liberty Financial advisor Bjorn needs to be held accountable as he advised me on my very direct request. My request was not misleading – I said exactly who I want covered and he confirmed.

I am disgusted that I am being treated like I am at fault when it is very evident and documented (in writing) that I asked for something, I paid for it and now I am being disallowed of my benefit.

Liberty not only has no regard for the fact that my family is going through an extremely traumatic time but cause further distress upon my family and is not resolving this issues.

Your slogan is “We Help You Financially Protect You & Your Family From Life's Uncer*****ies” – how have you done this? This is the service I paid for which I am now not receiving.

If I have provided all the proof , all the correspondence and confirmations – how can you still turn around and blame me when it is on email documented?

For how long must my family suffer due to Liberty not being accountable?

Why are you acting inhuman? Look at the evidence provided.

Kind Regards,

Christoline