What is the point?
<p>I went on maternity leave and submitted all my paperwork to Stephanie to process on my behalf. I should have gone with another company!! I never get any feedback unless I ask for it where I have to wait for a response for days on end. I have made numerous phone calls to her from the month of Feb and I have not once had someone answer the phone. There was a problem with my claim which I only discovered after once again, contacting THEM and asking about my claim. I am 2 months into my maternity leave with not a single pay out or any idea of when this will happen. There is absolutely no communication or service from Stephanie and her company. If you don't keep following up and nagging...you won't have any idea of whats going on...that is IF you get a response.</p>
Good day Bianca,
Just to recap. There was communication as we sent out emails with the assessor dates. The assessor 35days as per their sms that was sent to you was up 02/05/2017. In this email we also mentioned that there might be delays on the claims due to their shutdown that they had.
The application was done 28/03 and sent off to assessor after all documents were scanned 28/03 with 02/05 as the end of the 35 days.
With a general follow up 12/04 it came to our attention that there was a problem with the Medical and a new one was requested we contacted you to get the new one completed.
This was received from you and sent to the DOL by us.
The new Medical was captured 20/04 and we escalated the claim back to the assessors for approval.
As per our communications claims normally take about 6-8 weeks.
You contacted us on 28/04 as we told you our office are closed for the long weekend. This was also clearly stipulated in the Agreement document you signed. We assured you next open day the claim will be followed up. After this phone call a compliant was lodged on this site.
The claim is thus approved today(03/05) and payment will be made to you by 07/05 from UIF. As per the Whatsapp communications please inform us should this payment be made to you so that we can submit for the rest of the payments.
Good day Bianca,
Just to recap. There was communication as we sent out emails with the assessor dates. The assessor 35days as per their sms that was sent to you was up 02/05/2017. In this email we also mentioned that there might be delays on the claims due to their shutdown that they had.
The application was done 28/03 and sent off to assessor after all documents were scanned 28/03 with 02/05 as the end of the 35 days.
With a general follow up 12/04 it came to our attention that there was a problem with the Medical and a new one was requested we contacted you to get the new one completed.
This was received from you and sent to the DOL by us.
The new Medical was captured 20/04 and we escalated the claim back to the assessors for approval.
As per our communications claims normally take about 6-8 weeks.
You contacted us on 28/04 as we told you our office are closed for the long weekend. This was also clearly stipulated in the Agreement document you signed. We assured you next open day the claim will be followed up. After this phone call a compliant was lodged on this site.
The claim is thus approved today(03/05) and payment will be made to you by 07/05 from UIF. As per the Whatsapp communications please inform us should this payment be made to you so that we can submit for the rest of the payments.
My problem is not with the paperwork done behind the scenes. My problem is with the communication between you and me as the client.
Every time I had to follow up with you and was told that you would get back to me by this and this day, you never did and I once again had to contact you! And as for the "phone call" you are refering to in the 2nd last paragraph, that is an outright lie. No one phoned me or even read my message on the 28th. I sent a message yesterday asking about my claim where you responded that you would get back to me by this morning with information. At 13:36 I had still not heard anything and messaged again for any feedback on my claim.
Since I came accross your company, I have made numerous phonecalls and left voice messages which was never responded to. I have not once received a "call. I have received automated server emails though whenever I emailed something in.
You can't control the DOL but you can the service you provide to your clients. It is not a coincidence that only after lodging the compliant am I getting actual feedback with proper information. I appreciate your work on getting the claim submitted but not the outright lies in your 2nd last paragraph. If I didn't constantly have to beg for any information, I would have felt more at ease and would not have lodged the compliant. I am not the 1st to have made this claim here.
My problem is not with the paperwork done behind the scenes. My problem is with the communication between you and me as the client.
Every time I had to follow up with you and was told that you would get back to me by this and this day, you never did and I once again had to contact you! And as for the "phone call" you are refering to in the 2nd last paragraph, that is an outright lie. No one phoned me or even read my message on the 28th. I sent a message yesterday asking about my claim where you responded that you would get back to me by this morning with information. At 13:36 I had still not heard anything and messaged again for any feedback on my claim.
Since I came accross your company, I have made numerous phonecalls and left voice messages which was never responded to. I have not once received a "call. I have received automated server emails though whenever I emailed something in.
You can't control the DOL but you can the service you provide to your clients. It is not a coincidence that only after lodging the compliant am I getting actual feedback with proper information. I appreciate your work on getting the claim submitted but not the outright lies in your 2nd last paragraph. If I didn't constantly have to beg for any information, I would have felt more at ease and would not have lodged the compliant. I am not the 1st to have made this claim here.
Apologies, if this wasn't you who called.
I received a phone call while driving and i told the "person" our office was closed.
My sincere apologies if this wasn't you.
The claim is approved, that's all that matter. We will look into the communication.
Apologies, if this wasn't you who called.
I received a phone call while driving and i told the "person" our office was closed.
My sincere apologies if this wasn't you.
The claim is approved, that's all that matter. We will look into the communication.
Just to clear the air.
Even before the "compliant" was lodged we did work on the claim and escalated it. We might not have informed you on this part our mistake, and we will work on this. Lodging this claim on Friday and us being closed that day opening yesterday and as per the Whatsapp following up today, we cannot get approval in a day even if we bribed them to be quite honest.
As we normally say to the clients we escalate a claim every 5-7 working days after the last if there was no approval / payment made to the client.
Just to clear the air.
Even before the "compliant" was lodged we did work on the claim and escalated it. We might not have informed you on this part our mistake, and we will work on this. Lodging this claim on Friday and us being closed that day opening yesterday and as per the Whatsapp following up today, we cannot get approval in a day even if we bribed them to be quite honest.
As we normally say to the clients we escalate a claim every 5-7 working days after the last if there was no approval / payment made to the client.