1 reviews | Active since Aug 2024
Dropped after 2 years of loyalty because of THEIR backlog and a debit order glitch! Unfair and *******!
I have been a loyal, paying client with this legal insurance provider for over 2 years, only to be cast aside the moment I actually need them. I opened a legal matter months ago. Due to severe backlogs on their side, it took them months just to finally allocate an attorney to my case.
Recently, there was an administrative issue with the bank account they debit from. As a proactive and loyal customer, I immediately contacted them, explained the banking issue, and offered to settle the outstanding balance via direct EFT transfer. Instead of accepting my payment and honouring their commitment, they chose to proceed with lapsing my cover. This means the critical legal matter they delayed for months will completely halt. To make matters worse, they told me that if I take out new cover, this current matter falls away entirely and I will be slapped with a 3-month waiting period!
This is a blatant violation of the Policyholder Protection Rules (PPR) and the Treating Customers Fairly (TCF) framework. Dropping a client of 2 years without allowing a direct payment to resolve a banking issue—while sitting on a matter delayed by your own incompetence—is disgraceful market conduct. I demand that senior management looks into this immediately, reinstates my policy, accepts my direct payment, and allows my allocated attorney to proceed with my case. If this is not resolved within 48 hours, I will be taking my 2 years of payment records and a formal complaint directly to the National Financial Ombud Scheme (NFO).
Unfair, unprofessional, and absolutely shocking customer service!
Thank you for taking the time to write to us about your experience with us. We're incredibly sorry to hear that you feel we've let you down.
We really care about our policyholders and always aim to provide the best legal support possible. Our award-winning team is dedicated to making the law more affordable and accessible and empowering South Africans in their daily lives.
We have sent your details to our Client Experience Department to investigate and get in touch with you urgently.
Yours in Law
Thank you for taking the time to write to us about your experience with us. We're incredibly sorry to hear that you feel we've let you down.
We really care about our policyholders and always aim to provide the best legal support possible. Our award-winning team is dedicated to making the law more affordable and accessible and empowering South Africans in their daily lives.
We have sent your details to our Client Experience Department to investigate and get in touch with you urgently.
Yours in Law
Thank you for taking the time to write to us about your experience with us. We're incredibly sorry to hear that you feel we've let you down.
We really care about our policyholders and always aim to provide the best legal support possible. Our award-winning team is dedicated to making the law more affordable and accessible and empowering South Africans in their daily lives.
The manager will be in contact with you urgently
Yours in Law
Thank you for taking the time to write to us about your experience with us. We're incredibly sorry to hear that you feel we've let you down.
We really care about our policyholders and always aim to provide the best legal support possible. Our award-winning team is dedicated to making the law more affordable and accessible and empowering South Africans in their daily lives.
The manager will be in contact with you urgently
Yours in Law
Thank you for taking the time to write to us about your experience with us. We're incredibly sorry to hear that you feel we've let you down.
We really care about our policyholders and always aim to provide the best legal support possible. Our award-winning team is dedicated to making the law more affordable and accessible and empowering South Africans in their daily lives.
The manager will be in contact with you urgently
Yours in Law
Thank you for taking the time to write to us about your experience with us. We're incredibly sorry to hear that you feel we've let you down.
We really care about our policyholders and always aim to provide the best legal support possible. Our award-winning team is dedicated to making the law more affordable and accessible and empowering South Africans in their daily lives.
The manager will be in contact with you urgently
Yours in Law
Following my complaint regarding my policy lapse and delayed matter, senior management from the service provider reached out to me directly.
Instead of hiding behind rigid administrative rules, they handled my situation with genuine empathy, kindness, and professionalism. They listened to the context surrounding my banking glitch, acknowledged the initial delays, and prioritized my needs as a loyal client of over two years.
They have successfully resolved the issue, accepted my payment, and ensured that my legal matter can proceed without any interruption or waiting periods.
This is exactly what "Treating Customers Fairly" looks like in practice. It takes a reputable company to listen to its clients, correct an oversight, and actively put their customers first.
Thank you to the escalation team for stepping in so quickly and saving my case. My trust has been fully restored, and I am incredibly grateful for your swift, kind, and supportive assistance!
Following my complaint regarding my policy lapse and delayed matter, senior management from the service provider reached out to me directly.
Instead of hiding behind rigid administrative rules, they handled my situation with genuine empathy, kindness, and professionalism. They listened to the context surrounding my banking glitch, acknowledged the initial delays, and prioritized my needs as a loyal client of over two years.
They have successfully resolved the issue, accepted my payment, and ensured that my legal matter can proceed without any interruption or waiting periods.
This is exactly what "Treating Customers Fairly" looks like in practice. It takes a reputable company to listen to its clients, correct an oversight, and actively put their customers first.
Thank you to the escalation team for stepping in so quickly and saving my case. My trust has been fully restored, and I am incredibly grateful for your swift, kind, and supportive assistance!
Thank you for taking the time to write to us and for sharing your feedback. We're glad that we could be there for you when you needed us.
We're always ready to provide the caring legal support you need, so don't hesitate to push on our buttons if you need us!
Yours in Law,
Thank you for taking the time to write to us and for sharing your feedback. We're glad that we could be there for you when you needed us.
We're always ready to provide the caring legal support you need, so don't hesitate to push on our buttons if you need us!
Yours in Law,