Disappointing.

Hi Jade,

Thank you for taking the time to bring this to our attention.
         
We are sorry to hear of the circumstances under which your Hellopeter posting has reached us, and we do apologize for any inconvenience caused. We do take customer feedback seriously to improve our service and process to ensure that we meet our client’s expectations.
 
Kindly note that as per our policy terms and conditions any cancellation requests must be sent in writing to ***. Should you cancel your policy within the cooling off period (seven (7) days from the date of application), any premiums and fees that have been debited will be refunded to your nominated bank account. If the request for cancellation was sent after the 7-day cooling off period there is a one (1) calendar month notice period for all cancellation requests.
 
Certain terms and conditions are always applicable, and these are included in all policy documents before and during your experience with us. The terms and conditions of the policy must be adhered to and app**** fairly for all clients, we will assist with all we can in line with our terms and conditions. Please note we are governed by the FAIS Act and must apply the TCF policy to ensure all our clients receive fair service and cover. 
We have acknowledged your complaint and we have escalated the matter to the relevant department. One of our consultants will be in contact with you to further discuss the matter at hand.
               
Once again, we apologize for the inconvenience caused and we hope to restore the experience.         
Kind Regards,
Oneplan