This review is for Standard Bank and not Liberty.......

Hi there,

STAY AWAY

If I could give a zero rating I would. Seriously, I am writing this after much deliberation. I've read through a lot of the reviews and to be honest, if I was on the Management Committee of Liberty, I would be worried, worried. They are the worst........and then their lack of understanding and compassion coupled with the Bank's (Standard Bank) call centre agent - Liberty is a sure NO, NO, NOOOOOOOOOO. My late husband took out what he thought was life cover. To not go into much detail, he NEVER bought Life Cover and I only got to realize that when he passed away. They took his money for 5 years, yet wouldn't pay life cover, because that's not what he bought. There was a misunderstanding on both sides and I listened to the voice recording - in plain English......the sales agent was terrible. But called my husband over and over, just to sell him the incorrect policy. Accidental Cover was NOT what he wanted/needed......... I have withdrawn ALL funds form Liberty as I don't want anything to do with them. Now I have to suffer because the sales agent from the Bank didn't know what he was talking about, but ultimately Liberty had the final say. And btw, it wasn't even a huge pay-out, but would have helped me immensely.

Following my review re Liberty, it was actually Standard Bank who was beyond cheeky.....

This matter was indeed forwarded to the Ombudsman and here is my response:

Dear Mrs. Le Grange

Thank you for your feedback provided on Hello Peter, the content has been noted.

We understand that you are not satisfied with the amount of the claim pay-out, however it is important to note that your complaint was escalated to the Ombudsman for Long Term Insurance where the matter was discussed at the Ombudsman's adjudication meeting and an outcome was determined, taking both party's contentions into account.

It is further important to note that each complaint is assessed on its individual merits, in an effort to reach a fair outcome. The Ombudsman case has since been closed and the outcome finalised.

Again, we would like to express our sympathies for the loss of the late Mr. Le Grange and wish you all the best.

Yours sincerely,

Renecia Lawrence

Complaints Resolution Manager

Standard Bank Direct Life Insurance Services

https://lifeinsurance.standardbank.co.za/life-cover

Good Morning Renecia,

I trust you are well?

It's funny that you are saying this process was fine & fair :( It wasn't because what you're saying is that the "Bank" can sell anything and come time to payout the person who sold the policy, is always right, not the customer. That in itself isn't fair - the "sales agent" wasn't properly trained for starters.

And the fact that the Ombudsman made a "decision" doesn't make it fair. We know that the Ombudsman works closely with that bank and it was very evident during this investigation. So, that doesn't help me.

I've heard some horror stories, especially Standard Bank and it's quite sad that the ones left behind have to suffer like this. But that will always be the case.

I am looking at moving our Bond from Standard Bank as well, because the entire process just leaves a bad taste in my mouth and has left me battling with finances almost all the time. I would rather not associate with Standard Bank if I can help it (although my Bond isn't millions), it's the principle that counts.

So, sorry to say, but I shall not recommend this bank to potential customers at all, never.

You have been kind in offering condolences, thank you. But as I said, going through the process of losing a spouse, the grieving process etc nobody who hasn't experienced it, will understand.

Regards, MM le Grange