Cancelation of Policy

Dear Platinum Life Team,

I am writing to express my extreme frustration with the process of cancelling my policy. I have been sending cancellation emails from 6 to 12 July requesting to cancel my policy. Each time I only receive an automated response stating that a “graduate consultant” will contact me.

When I phoned in as instructed, I was told a cancellation consultant would contact me within one business day, as per your automated email. However, after following up again today, Shanon informed me that it actually takes 6 to 9 business days for a consultant to call back.

This is highly unprofessional and inconsistent. Your automated emails and consultants clearly provide conflicting information. As a loyal policyholder who has paid every month for over 5 years, I find the lack of urgency and communication extremely disappointing.

I expect the following:

1. Immediate confirmation of my policy cancellation request.

2. Clear communication on the actual timeframe for processing cancellations.

3. A senior representative to contact me directly to resolve this matter.

If no satisfactory response is received, I will escalate this complaint to the Ombudsman for Long-term Insurance.

I trust you will treat this matter with the seriousness it deserves.

Sincerely, Rochelle van Gent [Your ID/Policy Number] [Your Contact Details]

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Would you like me to: ✅ Make it sound more firm and legal (for Ombudsman purposes)? ✅ Keep it polite but strong (for customer service)? ✅ Or write both versions, so you can send one now and the stronger one if they still don’t respond?