1 reviews | Active since Apr 2023
********* behaviour
My mother has a funeral cover however when i went to the Westgate branch to get assistance because since my mother passed on we didnt claim
I asked the team leader questions with regards to the funeral cover because she requested for so many document's to claim
I have provided all required documents however the process changed again and they want something else
The teamleader at the Westgate was so rude when i asked her questions she told her Colleagues to tell. Me not to come back at westgate branch
Is this an ethical behaviour?is this how shs treats all clients?it is such a disappointment to be treated like u are nothing
She has no right speaking to any client in such manner
However i need this to be addressed please because where is the client service? empathy?meeting the client half way? It's totally unacceptable
I need the policy issue to be resolved please
We acknowledge receipt of your complaint on HelloPeter.
We always strive to serve all our clients to the best of our abilities and regret reading that you have encountered a poor client service experience.
You are correct - it is unacceptable to be rude or provide unprofessional customer service. We will investigate and address any discrepancies found in line with our internal protocols.
Unfortunately the post does not contain enough information in order to trace the policy number you are referring to.
Please note that though we do have certain standard claim requirements that must be submitted in order to claim, however each claim can be as unique as our client. We cannot always know ahead of time exactly what is needed. It may be that we need to request additional claim requirements, depending on the policy and what capacity the claimant has in relation to the policy and the deceased.
One of our Escalation Specialists will contact you shortly for more information, so that we may investigate and revert back to you.
Regards
Client Care Team
We acknowledge receipt of your complaint on HelloPeter.
We always strive to serve all our clients to the best of our abilities and regret reading that you have encountered a poor client service experience.
You are correct - it is unacceptable to be rude or provide unprofessional customer service. We will investigate and address any discrepancies found in line with our internal protocols.
Unfortunately the post does not contain enough information in order to trace the policy number you are referring to.
Please note that though we do have certain standard claim requirements that must be submitted in order to claim, however each claim can be as unique as our client. We cannot always know ahead of time exactly what is needed. It may be that we need to request additional claim requirements, depending on the policy and what capacity the claimant has in relation to the policy and the deceased.
One of our Escalation Specialists will contact you shortly for more information, so that we may investigate and revert back to you.
Regards
Client Care Team