Poor Customer Service - Liberty

This is the second time that I have had to use HelloPeter to complain of the complete failure of Liberty to address a claim, and questions raised by myself and my family (all of whom are inheritors of policies left to us). We were contacted by a Liberty representative through the Executor of my late Grandfather's estate, requesting that the beneficiaries claim from their respective policies (note, we are now seven years into this process). Both myself and another family member sent emails to this individual in January 2026, with no response forthcoming - the other individual provided all requested documents to complete their claim, I asked several questions. An email was again sent by myself in February 2026, again no response. I followed Liberty's internal complaints process. 5 working days later, a representative said they would look into it. This same representative was in fact cc'ed in on my second email in February 2026, but also opted not to reply (I know of this person as I have complained of poor service/non existent service from Liberty in the past). This individual then proceeded to simply state that the email from the Liberty representative to the executor of the estate indicated that documents were outstanding, and that these must be sent - I am sure you can imagine our frustration reading this, when in fact we have rep**** to this email/individual, more than once, with no response. How does an internal dispute resolution process focus only on that uploaded/placed on the system by a representative? Surely you can think that in doing so, this would ignore any further correspondence received (as frankly, the person would have either ignored this, or it would not look good for them to upload such communications to the system). It goes without saying that despite sending this individual an email with attachments of the emails sent in this matter to date, that no response was forthcoming.

Should Liberty opt to provide some sort of response to this, I will ask that I speak telephonically, or face to face with a senior representative of the company, such, that this process can be finalised. I will upon contact from Liberty also reveal the names of the individuals mentioned in the complaint above, and where I refuse to deal further with the person who to date has been charged with resolving the complaint.

Should Liberty opt not to respond to this complaint, I will accept that I have attempted to exhaust all avenues of dispute resolution and will move to seek relief from the National Financial Ombud Scheme South Africa (NFO).

For anyone reading this, I would strongly urge that you do not open policies with Liberty - should you pass away, and have left monies to your loved ones, they will be hard pressed to get their claim recognised or processed by this company. I have a retirement annuity with Liberty and will be cancelling and redistributing these funds as soon as possible.