NN
Nicolene N
1 reviews | Active since Sept 2023
21 Sept 2023, 00:37
Deeply disappointed
My mother passed away from stage 4 cancer, that effected all her organs. We had one week with her after we found out how aggressive the cancer was. She had a policy with platinum life. She believed in them. Telling me that we would be okay if something happened to her. Little did she know that, that was a lie.
Firstly, I was told that her cancer was not covered by the policy. Which is understandable. But I was told that if I can proof that the cancer spread, a claim can be put through. After many struggles with the hospital I finally found the proof. But I was dismissed nonetheless. Platinum staff did not care at all. Had no compassion. Didn't respond to my emails or questions. When it was taken to gaurdrisk, whom also, took forever to respond, did not answer my questions and did not have any sympathy for the situation. Unfortunately, due to the investigation from gaurdrisk, the ombudsman just accepted their final decision. Which is fine. But when I asked gaurdrisk for an explanation I was ignored. Everyone involved in this investigation was rude and couldn't be bothered to help.
Not only am I disappointed in gaurdrisk, but mostly in platinum. For lying to my mother. She paid faithfully for more than 10 years believing everything will be okay. I'm glad she is not here anymore to see what a disappointment she would have received with regards to service from platinum life. So much money wasted.
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Replies (4)
Platinum Life's replyOfficial
21 Sept 2023, 09:55Dear Nicolene Please accept our sincere condolences for the loss of your mother. I did follow up regarding the matter and would like to provide some feedback I can confirm that our team did receive the report sent by you, but as there was no evidence supporting that the cancer had spread to any of the organs covered by us, we were unable to approve the claim. The claim will always be assessed based on the information provided and will be in line with the terms and conditions on the policy. Formal correspondence was sent out by the Claims Department, providing thorough feedback on why the claim was repudiated. When the complaint is escalated to Guardrisk or the Ombud, we provide proof of all interaction during the course of the policy and all information received during the Claims process. They investigate the matter independently and will provide a ruling based on this. I do apologize for the experience you had with Guardrisk during this time and can gladly escalate it through to them for further investigation. We want to assist each and every policy holder, but we have to abide by the terms of the policy, as accepted by the client. You are welcome to reach out to us for any further information or clarity regarding this matter.
Kind Regards
Simone Venter
Client Relationship Specialist & Client Care Supervisor
Kind Regards
Simone Venter
Client Relationship Specialist & Client Care Supervisor
Platinum Life's reply21 Sept 2023, 09:55
Official
Dear Nicolene Please accept our sincere condolences for the loss of your mother. I did follow up regarding the matter and would like to provide some feedback I can confirm that our team did receive the report sent by you, but as there was no evidence supporting that the cancer had spread to any of the organs covered by us, we were unable to approve the claim. The claim will always be assessed based on the information provided and will be in line with the terms and conditions on the policy. Formal correspondence was sent out by the Claims Department, providing thorough feedback on why the claim was repudiated. When the complaint is escalated to Guardrisk or the Ombud, we provide proof of all interaction during the course of the policy and all information received during the Claims process. They investigate the matter independently and will provide a ruling based on this. I do apologize for the experience you had with Guardrisk during this time and can gladly escalate it through to them for further investigation. We want to assist each and every policy holder, but we have to abide by the terms of the policy, as accepted by the client. You are welcome to reach out to us for any further information or clarity regarding this matter.
Kind Regards
Simone Venter
Client Relationship Specialist & Client Care Supervisor
Kind Regards
Simone Venter
Client Relationship Specialist & Client Care Supervisor
NN
Nicolene N's updateReviewer Update
25 Sept 2023, 02:49Dear Simone
Thank you for your response.
I am not an unreasonable person, and I understood everything that was said to me. Some of those terms and conditions, I cannot argue with. But my problem is that, the more I asked questions the more irrelevant I became.
When I asked platinum about the ct scans, they "never" received it. Which is a lie because i did send it as soon as I got it. Then all I got was a basic answer of, it doesn't change anything.
When I asked gaurd risk about the ct scans, they also never received it from platinum. I had to send it to them. Then I also got the standard answer of, it doesn't change anything.
At that point, all I wanted was an explanation on why it doesn't change anything? And I got ignored. What was seen on the ct scans? How the cancer did not affect the the kidneys?
Firstly, in plain English, the doctors told me, that cause of the malignant spread of the cancer, all her abdominal organs was effected. Including her kidneys.
Secondly, she went from being full conscious, to very confused, from normal looking, to looking like a minion, from, alive to dead, all within 18 days. I was told me might still have a few weeks, and all we got was 1 week.
So please can someone explain to me what the ct scans, according to Platinum, and gaurdrisk, means? How it does not proof the spread of the cancer? How she went so far and so quickly, backwards in health, and it has nothing to do with all of her abdominal organs failing?
At this point, this is all I want. An explanation on the ct scans.
Because I got a very detailed report on all the paper work side of the agreement. But no explanation on the ct scans.
Thank you for your response.
I am not an unreasonable person, and I understood everything that was said to me. Some of those terms and conditions, I cannot argue with. But my problem is that, the more I asked questions the more irrelevant I became.
When I asked platinum about the ct scans, they "never" received it. Which is a lie because i did send it as soon as I got it. Then all I got was a basic answer of, it doesn't change anything.
When I asked gaurd risk about the ct scans, they also never received it from platinum. I had to send it to them. Then I also got the standard answer of, it doesn't change anything.
At that point, all I wanted was an explanation on why it doesn't change anything? And I got ignored. What was seen on the ct scans? How the cancer did not affect the the kidneys?
Firstly, in plain English, the doctors told me, that cause of the malignant spread of the cancer, all her abdominal organs was effected. Including her kidneys.
Secondly, she went from being full conscious, to very confused, from normal looking, to looking like a minion, from, alive to dead, all within 18 days. I was told me might still have a few weeks, and all we got was 1 week.
So please can someone explain to me what the ct scans, according to Platinum, and gaurdrisk, means? How it does not proof the spread of the cancer? How she went so far and so quickly, backwards in health, and it has nothing to do with all of her abdominal organs failing?
At this point, this is all I want. An explanation on the ct scans.
Because I got a very detailed report on all the paper work side of the agreement. But no explanation on the ct scans.
NN
Nicolene N's update25 Sept 2023, 02:49
Reviewer Update
Dear Simone
Thank you for your response.
I am not an unreasonable person, and I understood everything that was said to me. Some of those terms and conditions, I cannot argue with. But my problem is that, the more I asked questions the more irrelevant I became.
When I asked platinum about the ct scans, they "never" received it. Which is a lie because i did send it as soon as I got it. Then all I got was a basic answer of, it doesn't change anything.
When I asked gaurd risk about the ct scans, they also never received it from platinum. I had to send it to them. Then I also got the standard answer of, it doesn't change anything.
At that point, all I wanted was an explanation on why it doesn't change anything? And I got ignored. What was seen on the ct scans? How the cancer did not affect the the kidneys?
Firstly, in plain English, the doctors told me, that cause of the malignant spread of the cancer, all her abdominal organs was effected. Including her kidneys.
Secondly, she went from being full conscious, to very confused, from normal looking, to looking like a minion, from, alive to dead, all within 18 days. I was told me might still have a few weeks, and all we got was 1 week.
So please can someone explain to me what the ct scans, according to Platinum, and gaurdrisk, means? How it does not proof the spread of the cancer? How she went so far and so quickly, backwards in health, and it has nothing to do with all of her abdominal organs failing?
At this point, this is all I want. An explanation on the ct scans.
Because I got a very detailed report on all the paper work side of the agreement. But no explanation on the ct scans.
Thank you for your response.
I am not an unreasonable person, and I understood everything that was said to me. Some of those terms and conditions, I cannot argue with. But my problem is that, the more I asked questions the more irrelevant I became.
When I asked platinum about the ct scans, they "never" received it. Which is a lie because i did send it as soon as I got it. Then all I got was a basic answer of, it doesn't change anything.
When I asked gaurd risk about the ct scans, they also never received it from platinum. I had to send it to them. Then I also got the standard answer of, it doesn't change anything.
At that point, all I wanted was an explanation on why it doesn't change anything? And I got ignored. What was seen on the ct scans? How the cancer did not affect the the kidneys?
Firstly, in plain English, the doctors told me, that cause of the malignant spread of the cancer, all her abdominal organs was effected. Including her kidneys.
Secondly, she went from being full conscious, to very confused, from normal looking, to looking like a minion, from, alive to dead, all within 18 days. I was told me might still have a few weeks, and all we got was 1 week.
So please can someone explain to me what the ct scans, according to Platinum, and gaurdrisk, means? How it does not proof the spread of the cancer? How she went so far and so quickly, backwards in health, and it has nothing to do with all of her abdominal organs failing?
At this point, this is all I want. An explanation on the ct scans.
Because I got a very detailed report on all the paper work side of the agreement. But no explanation on the ct scans.
NN
Nicolene N's updateReviewer Update
03 Oct 2023, 17:03Dear Simone
Hope you doing well today
Thank you for proving my point.... I ask questions and then I get ignored. You just put the nail in the coffin for me as to why I will never again have faith in platinum.
Hope you doing well today
Thank you for proving my point.... I ask questions and then I get ignored. You just put the nail in the coffin for me as to why I will never again have faith in platinum.
NN
Nicolene N's update03 Oct 2023, 17:03
Reviewer Update
Dear Simone
Hope you doing well today
Thank you for proving my point.... I ask questions and then I get ignored. You just put the nail in the coffin for me as to why I will never again have faith in platinum.
Hope you doing well today
Thank you for proving my point.... I ask questions and then I get ignored. You just put the nail in the coffin for me as to why I will never again have faith in platinum.
Platinum Life's replyOfficial
05 Oct 2023, 11:10My absolute apologies for missing your reply Nicolene. I have noted your questions and I have escalated this matter to a consultant from the Claims team to contact you today regarding this matter. Please accept my sincere apology for the delay and I trust you will get more clarity regarding this matter
Platinum Life's reply05 Oct 2023, 11:10
Official
My absolute apologies for missing your reply Nicolene. I have noted your questions and I have escalated this matter to a consultant from the Claims team to contact you today regarding this matter. Please accept my sincere apology for the delay and I trust you will get more clarity regarding this matter