1 reviews | Active since Jan 2026
Life policy
Good day,
I refer to your correspondence stating that the late Mr D.M. Olivier only had Accidental Disability and Accidental Death cover and no life cover.
We hereby formally dispute the claim outcome on the basis of how the policy was sold and explained.
The premium amount (R2 159 per month from 2020) and the addition of another person to the policy created a reasonable expectation that the policy provided meaningful death cover. At no stage was it clearly explained or understood that the policy would not pay out in the event of death due to illness.
In light of the above, please provide the following:
1. The full policy schedule and benefit breakdown at inception
2. The needs analysis / advice record completed at point of sale
3. The sales call recording or transcript (if applicable)
4. Copies of all disclosure documents provided to the policyholder
5. Your final position on the claim, with specific reference to Treating Customers Fairly (TCF) principles
Please note that should this matter not be resolved satisfactorily, we intend escalating the complaint to the Ombudsman for Long-term Insurance.
Kind regards,
Timothy Olivier
We acknowledge receipt of your complaint and thank you for bringing this matter to our attention.
Please note that Platinum Life specialises in pure risk cover, and our policies do not provide cover for natural causes of death. That said, we are currently conducting a full review of this matter to ensure that all information provided was clear and accurate.
As part of our investigation, we have requested all call recordings made to Mr Olivier. Once these have been received and reviewed, we will be in a position to provide you with comprehensive feedback.
In addition, our Email Department has provided a copy of the policy documentation confirming the cover and benefits applicable to the policy. We have further requested the original policy documentation issued at the commencement of the cover, as well as the documentation provided when the Accidental Death benefit was added, to ensure a complete review of all communications.
We appreciate your patience while we complete this process and will provide you with further feedback on all points listed above as soon as all information has been received.
Kind Regards
Simone Venter
Client Relationship Specialist & Client Care Supervisor
We acknowledge receipt of your complaint and thank you for bringing this matter to our attention.
Please note that Platinum Life specialises in pure risk cover, and our policies do not provide cover for natural causes of death. That said, we are currently conducting a full review of this matter to ensure that all information provided was clear and accurate.
As part of our investigation, we have requested all call recordings made to Mr Olivier. Once these have been received and reviewed, we will be in a position to provide you with comprehensive feedback.
In addition, our Email Department has provided a copy of the policy documentation confirming the cover and benefits applicable to the policy. We have further requested the original policy documentation issued at the commencement of the cover, as well as the documentation provided when the Accidental Death benefit was added, to ensure a complete review of all communications.
We appreciate your patience while we complete this process and will provide you with further feedback on all points listed above as soon as all information has been received.
Kind Regards
Simone Venter
Client Relationship Specialist & Client Care Supervisor