Poor and insensitive service

After over 10 years of being loyal client at Liberty Life I am extremely disappointed at their service. It has been 3 weeks waiting for a funeral claim payout. The claim for TG Cele was sent on the 12th of January 2021 and Liberty sent an email confirming receipt of documents with the following reference ***. The initial documents I sent did not have the correct policy number, that was corrected on the 22nd of January by sending only the front page of their claim form with the correct policy number as per their instructions.

I made a number of follow up calls because Liberty cared less to contact me even fo any outstanding information required. I was told on the 25th of January 2021 that I have to wait for 48 hours as they have allocated someone to deal with processing my claim. On the 28th of January 2021 I was told the same thing again, wait for 48 hours your claim is being processed. However on the 2nd of February Lebogang Mokoena tells me that there are missing documents, this after having to wait for over 10 minutes while he searches for my claim. When asked to talk to his supervisor I had to wait 10 more minutes until my airtime run out. By the way the waiting for the supervisor was the repetition of what happened on the 28th. Now I am told they sent an email to an internet Cafe I used to email the document from, what is the use of them having our email address that they make us to confirm each time we call them then? Worse the email sent was clear as to whom the response should be sent.

I need to pay the people who provided us the funeral services but I can't because those (Liberty Life) that promised to make my grieving a bit easier if I become their client are now playing cat and mouse games with me. They don't understand the tension they are causing within the family because of promises not kept. I am hurt, disappointed, embarrassed and tired. Now I have to find another cover for the rest of my family because I can't trust Liberty Life any more. I am beginning to think they are doing all this on purpose so as not to pay out.