1 reviews | Active since Mar 2009
Paid less than insured amount
Both my wife and I have funeral policies. We recently had to submit claims for someone that was covered under our policies. The claims process went fairly well, but in both instances we were not paid the full insured amounts. My wife was paid about R350 less than the full insured amount and I was paid -+ R126 less. I called earlier today about the discrepancy and the person informed me that the person who made the payment could only pay up to that amount and the outstanding amounts are still due to us. What utter nonsense???? Why can't you pay the full amount inthe first instance? The call also dropped and no callback although my number was confirmed during the authentication process. Could it be the the call was made just before 17:00??
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to read of the death in your family. Our sincere condolences go out to you and your family during this trying time.
We regret to learn that you have not received the full claim amounts. There are a few instances where we would deduct premiums from a claim amount:
- we could recover arrears that accumulated on a policy from the first successful claim
- if the premium for the current month has not yet billed from your account, we can collect it from the claim value - in such instances, the policy is paid to date after the claim and we don't debit the premium on the deduction date for that month and only again start deducting (often reduced) premiums in the following month.
One of our Client Care Assessors will investigate what occurred in your case and why it was not adequately explained to you and then revert back to you directly, as soon as possible.
Regards
Client Care Team
We acknowledge receipt of your complaint on HelloPeter.
We are sorry to read of the death in your family. Our sincere condolences go out to you and your family during this trying time.
We regret to learn that you have not received the full claim amounts. There are a few instances where we would deduct premiums from a claim amount:
- we could recover arrears that accumulated on a policy from the first successful claim
- if the premium for the current month has not yet billed from your account, we can collect it from the claim value - in such instances, the policy is paid to date after the claim and we don't debit the premium on the deduction date for that month and only again start deducting (often reduced) premiums in the following month.
One of our Client Care Assessors will investigate what occurred in your case and why it was not adequately explained to you and then revert back to you directly, as soon as possible.
Regards
Client Care Team