REINSTATEMENT OF POLICY

<p>Liberty I want a response to my following email from anyone but Patrick Mutuwafhethu, as Patrick responded with a generic response and conflicting information. Your urgent attention hereto would be appreciated. It has been absolute nightmare dealing with Patrick.</p> <p> </p> <p>“Dear Sir,</p> <p> </p> <p>I state the following. I am the owner of this policy, however my wife, BL (identity no. ************) is the second life insured and is the person who initiated the acquisition of this policy and all times hereto entered into all discussions and communications in relation to this policy from inception to current date. All premiums have also been debited to B’s bank account. I authorise that all communication in relation to this policy, telephonic or otherwise, be addressed to B, as it has been since inception.</p> <p> </p> <p>B records hereunder her recent communications with yourselves:</p> <p> </p> <p> · On 9 February 2017, I spoke to Nokuthula and enquired about the status of this policy as it became apparent from my bank statement that premiums were not debited to my account since December and that an unpaid debit order reflected for November.</p> <p> </p> <p> · Nokuthula advised that an amount of R****.51 be paid in order to bring the premiums up to date and that a reinstatement document be completed in order to reinstate the policy. Two emails were received from Liberty confirming this information.</p> <p> </p> <p> · I immediately paid R****.51 on 9 February 2017 and sent proof of payment thereof on the same day.</p> <p> </p> <p> · On 14 February 2017 I received an email from Yolande Petersen advising that R8221.60 was to be paid in respect of outstanding premiums and further that a reinstatement form had to be completed.</p> <p> </p> <p> · On 17 February 2017 I again sent proof of payment of the amount of R****.51 to Liberty and further attached the completed reinstatement form, requesting reinstatement of the policy on the exact same terms, conditions and benefits that were attached to it since inception.</p> <p> </p> <p> · On 23 February 2017, I received an email from Patrick at Liberty categorically and distinctly confirming “We have REINSTATED the policy subject to medical underwriting.”</p> <p> </p> <p> · On 1 March 2017 I contacted Liberty and spoke to Greg as I needed to ensure that this policy was indeed reinstated and that my bank account would be debited. Greg initially stated that they were awaiting my reinstatement form. I informed that this was sent some time ago and that I subsequently received confirmation that the policy had been reinstated. He then checked further on his system and informed that this matter was still with underwriting. He escalated the matter on his system and made a note for them to contact me to advise of their further requirements. I expressed my dissatisfaction with Liberty’s handling of this matter and questioned their requirement for further medicals.</p> <p> </p> <p> · On 2 March 2017 I received a telephone call from Patrick advising that they required payment of R2055.40 and again asking for reinstatement form. He further stated that he had sent me an email in this regard. I informed Patrick that I had sent the completed reinstatement form long ago, I had received confirmation of reinstatement from Liberty and I could not understand why Liberty had not run a debit order for my premium for March 2017. Patrick seemed uninformed about this matter and vaguely stated that there were still some outstanding requirements. He could not elaborate on the requirements. Like Greg, he then checked his system and then vaguely stated what medical requirements were outstanding. He asked me to ignore his email and that he would email me the medical requirements. Patrick stated that we were not covered. Needless to say, I was very vocal in my dissatisfaction and disgust at the manner in which Liberty had treated us in this matter and made it clear that Liberty was putting my family at risk.</p> <p> </p> <p> · On 2 March, Patrick sent me another reinstatement form (I have confirmed ad nauseum that this completed form had been sent to Liberty), drug questionnaire, occupational questionnaire, short medical report.</p> <p> </p> <p> · On 3 March, I contacted Liberty and spoke to Dineo and enquired the total amount of premiums paid on this policy since inception. Dineo refused to divulge this information as I was not the policy holder. Again, at all times hereto all communications herein took place between myself, my consultant and Liberty since inception.</p> <p> </p> <p> · On 3 March I emailed a request for the total amount of premiums paid herein and on 6 March I initially received an amount for only 2016/2017 and subsequently at my insistence received an amount since inception (which is still subject to verification by me).</p> <p> </p> <p> · On 6 March I received the first and only written communication that this policy was out of force and had lapsed.</p> <p> </p> <p>We are grossly disturbed and dissatisfied at the manner in which Liberty dealt with this matter since the default on my premium, which default was not intentional and wilful. Liberty had a duty to contact us by any means possible to notify us of a possible lapse of our policy and indeed of the eventual lapse that occurred. Our cell phone numbers, home telephone number and residential address have not changed. Our financial consultant’s cell phone number has also not changed.</p> <p> </p> <p>Liberty completely ignored the fact that we had this policy for 9 years and paid an amount of in excess of R120 000.00 in premiums. It would not make logical sense for us to allow it to lapse. Liberty had a duty to do more to bring to our attention that this policy was at risk of lapsing and indeed that it had lapsed.</p> <p> </p> <p>Liberty should honour its communication of the 23rd February that this policy has been reinstated, unreservedly and unconditionally.</p> <p> </p> <p>Should Liberty insist that we undergo medicals, we place on record that we will do so UNDER DURESS, and will challenge any change and/or modification to this policy as same would be done prospectively, as this policy has its inception date in 2007. We have obtained the services of Mr Andrew Ralepelle of Pioneer Wealth Managers to assist us herein, and he is contactable on (011) ********** and *********** and he is copied on this email.</p> <p> </p> <p>We await Liberty’s urgent confirmation that this policy has been reinstated, unreservedly and unconditionally. Liberty is causing us great distress and anxiety and is putting our peace of mind and lives at risk.”</p> <p> </p>