1 reviews | Active since Dec 2016
Terrible Service Evasive attitude
<p>I have recently lost my soul mate who was was insure for Life Cover with an Immediate Access Benefit with Liberty Life. Today I called the broker to start the claim process. I was told by him that I need to wait till Monday as his assistant was sick and only once she returns could he send me claim forms. This after being assured of great service when the policy was taken. Non the less I proceed to call Liberty Life directly to initiate my claim. I was sent forms that I completed and sent it back along with the relevant supporting documents. When I call back to obtain confirmation of reciept I am told that the claim will take 5 to 10 days to be proccessed and then to further Documents maybe requested. I told by the Liberty consultant that did not suit me as I need to be paid a portion of the funds due to me as part of the the immediate access benefits as I explained to the person I spoke to when I initially called. I said she should escalte this and even have a manager listen to my previous call. She said that I could file a request to have the call recording revised but that request will take two days. How is this possible..... immediate access benefits and all this complication. I was eventually refered to Andrew who was the consultant coach, he offered excuse after excuse and insiste I submit yet another claim fornm to initiate the process of payment for immediate benefits. I did this and then called the complaints line and spoke to Allie to escalate my complaints since the start of the proccess. He was full of excuses and basically shot down all I was saying. He even claimed that the policy was not old enough to qualify forimmediate benifits and said that the policy had a 2 yrs waiting period and right now the policy is only a year old. This is absolute nonsense as the policy holder who was my ex husband and life partner share all the details of his policy with me. I have a document that clearly says that there are no waiting periods and this was communication recieved from Liberty Life. I attempted to inform Allie this and he just refused to listen claiming that I need authority from the estates executor to obtain infomation on the olicy. This policy does not form part of a late estate or trust but Allie used this as an excuse to push forward his statement about the policy not having a IAB available. Is the the treatment Liberty gives their policy holder bereaved ones? It is clear that the excuses and delays have started. I hope this complaint recieves the appropriate attention it deserve and I am contacted with a resolution. </p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p>
Good day Kavitha
I am sorry for your loss. We apologise for the frustration this matter has caused you. I have escalated your complaint to the relevant management for investigation and response.
We will respond to you shortly with feedback.
Kindly contact me on *** should you require any further assistance.
Kind regards
Jolene Lottering
Liberty Group Customer Relations
***
Good day Kavitha
I am sorry for your loss. We apologise for the frustration this matter has caused you. I have escalated your complaint to the relevant management for investigation and response.
We will respond to you shortly with feedback.
Kindly contact me on *** should you require any further assistance.
Kind regards
Jolene Lottering
Liberty Group Customer Relations
***
This matter is still not dealt with. All I receive are delays and excuses that lack any substance. The last response I received about the IEB claim is actually laughable that Liberty would allow such badly written communication go out to a beareaved member of their clients family.
This is an an extract from the last email that was received from the claims resolution agent Roberta Adams
"The policy document terms and conditions supersede any and all correspondence which Liberty sends to customers during the lifespan of a policy."
Doe this person even know the meaning of the word supersede????
A document sent before cannot supersede document sent after it. I have documents dated as recent as this month (from the broker) that quotes a claim value for the IEB benefit , Roberta is claiming documents sent prior to this supersedes this more recent communication. How is this possible???? Have Liberty Life rewritten the law and the dictionary to avoid paying benefits?
The second part of my complaint is -
The actual death claim was delayed because of Liberty did not send documents that they require to be completed timeously. Now they have come back to say
"The above policies are less than 3 years in force and will be medically assessed. The PMA was received today, 14/12/2016. The claim has been referred to our medical assessors for assessment and feedback will be provided after 10 working days."
This PMA was only sent on the 12/12/2016 despite me requesting for it to be sent to the Doctor on the 7th and 8th of December. The Doctor confirmed that he had completed and resent it to Liberty on the 13/12/2016 but Liberty claim to have only received it on the 14/12/2016 despite me calling and receiving verbal confirmation from the call center that it was indeed received from the Doctor on the 13/12/2016. Do not give bereaved families the run around Liberty. Treat us with the care and sympathy we deserve Premiums were paid now when it's time for you to honor a service that was purchased honestly your staff use delay tactics.
This matter is still not dealt with. All I receive are delays and excuses that lack any substance. The last response I received about the IEB claim is actually laughable that Liberty would allow such badly written communication go out to a beareaved member of their clients family.
This is an an extract from the last email that was received from the claims resolution agent Roberta Adams
"The policy document terms and conditions supersede any and all correspondence which Liberty sends to customers during the lifespan of a policy."
Doe this person even know the meaning of the word supersede????
A document sent before cannot supersede document sent after it. I have documents dated as recent as this month (from the broker) that quotes a claim value for the IEB benefit , Roberta is claiming documents sent prior to this supersedes this more recent communication. How is this possible???? Have Liberty Life rewritten the law and the dictionary to avoid paying benefits?
The second part of my complaint is -
The actual death claim was delayed because of Liberty did not send documents that they require to be completed timeously. Now they have come back to say
"The above policies are less than 3 years in force and will be medically assessed. The PMA was received today, 14/12/2016. The claim has been referred to our medical assessors for assessment and feedback will be provided after 10 working days."
This PMA was only sent on the 12/12/2016 despite me requesting for it to be sent to the Doctor on the 7th and 8th of December. The Doctor confirmed that he had completed and resent it to Liberty on the 13/12/2016 but Liberty claim to have only received it on the 14/12/2016 despite me calling and receiving verbal confirmation from the call center that it was indeed received from the Doctor on the 13/12/2016. Do not give bereaved families the run around Liberty. Treat us with the care and sympathy we deserve Premiums were paid now when it's time for you to honor a service that was purchased honestly your staff use delay tactics.
Unfortunately some companies suffer at the hands of staff who do not serve clients in the appropriate manner. I believe I was a victim of such a case. However after hearing on more than one occasion that the process is slow due to it being the festive season and staff being on leave etc I again escalated the matter. The matter is now referred to a senior manager who is attending to it and even called me to properly explain to me the process and the way forward. I feel much more reassured that my claim is being handled in the manner it deserves.
Unfortunately some companies suffer at the hands of staff who do not serve clients in the appropriate manner. I believe I was a victim of such a case. However after hearing on more than one occasion that the process is slow due to it being the festive season and staff being on leave etc I again escalated the matter. The matter is now referred to a senior manager who is attending to it and even called me to properly explain to me the process and the way forward. I feel much more reassured that my claim is being handled in the manner it deserves.