Non delivery to SLA

I have had a really poor experience with Nedgroup Life regarding the payout/ surrender of my investment on the dream maker investment plan with Nedbank.

I submitted my claim and all supporting documents (certified ID Copy) on 07 August 2018 at the Cape Gate branch around 12:30pm. The teller at counter 5 assisted me before going on lunch and said that the payout will take 10 working days. I did not receive any reference number at this stage though.

On 08 August 2018, I then realised that I then went to the Tygervalley branch where I called the Nedgroup Life call centre and was given the reference number ********** . I then expressed my concern around the fact that I read the reviews and complaints with regards to the payouts on this Dream-Maker policies and was assured that there is nothing to worry about and that it takes 10 days maximum from the date of submission.

It is now 15 August 2018 (Working day 6) from the day of submission. I contacted the call centre this morning to follow up and spoke to Sipho Mbele who informed me that they only received the documents on Monday, 13 August and that it will take 10 days from 13 August 2018. I also raised my concerns and he explained that when all those social media complaints came in, nedbank had transitioned to a new system but all is in order now.

I am utterly disgusted and disappointed because it is clear that there are bottlenecks in their process for a company that claims they are going digital. It also is evident that everyone has been trained to say 10 days…. Yet the 10 days means different things to the various area’s. The document I completed and signed in Cape Gate branch also said 10 days from submission- so I cannot be penalised if the Cape Gate branch submitted the documents only on 13 August.

This behaviour and lack of urgency from their branch staff is unacceptable and needs to be addressed and there needs to be consequences because the promise is being compromised with their clients.

I am very unhappy with the service at Nedgroup Life and a result of this i will not take any policy with Nedbank ever again.