1 reviews | Active since Oct 2024
Unacceptable delay in providing policy documentation
I am extremely disappointed by the response I received from the call centre when requesting my policy documentation. I was told that this document is “not a brochure” and that it will take 2–3 weeks to generate.
I need this document before making an informed decision on whether I will proceed with signing up. Without access to the full policy documentation, I cannot reasonably be expected to commit to the policy.
It is completely unacceptable for this information to be sent 2–3 weeks later. By that time, the email could easily be overlooked, and more importantly, I risk missing the 31-day cancellation period, which places me at a clear disadvantage as a consumer.
Policy documentation should be readily available upon request, especially when it directly impacts a customer’s ability to make an informed decision and exercise their cancellation rights. This experience raises serious concerns about transparency and customer service.
Thank you for your review and raising your concerns.
Please note that you were recently contacted regarding a policy with Platinum Life. Once a sale has been completed, it must first be processed and captured on our system. For this reason, policy documentation is issued within approximately two weeks from the date of contact. This is our standard process and applies to all policies.
Importantly, your 31-day review period only commences once you have received the policy documentation. This ensures that you have sufficient and uninterrupted time to review the policy in full, understand the benefits, and make an informed decision. You are welcome to contact our team at any point during this review period should you have any questions or require clarity.
We would like to reassure you that this process is designed to protect you as the policyholder and will not negatively affect you in any way. Platinum Life operates in strict accordance with FSCA legislation, and ensuring that policyholders are given adequate time and transparency is a key part of this compliance.
The sales consultant should have clearly explained this process during the sale in order to prevent any misunderstanding or concern. Should you require any further assistance, our team remains available to support you.
Kind Regards
Simone VenterClient Relationship Specialist & Client Care Supervisor
Thank you for your review and raising your concerns.
Please note that you were recently contacted regarding a policy with Platinum Life. Once a sale has been completed, it must first be processed and captured on our system. For this reason, policy documentation is issued within approximately two weeks from the date of contact. This is our standard process and applies to all policies.
Importantly, your 31-day review period only commences once you have received the policy documentation. This ensures that you have sufficient and uninterrupted time to review the policy in full, understand the benefits, and make an informed decision. You are welcome to contact our team at any point during this review period should you have any questions or require clarity.
We would like to reassure you that this process is designed to protect you as the policyholder and will not negatively affect you in any way. Platinum Life operates in strict accordance with FSCA legislation, and ensuring that policyholders are given adequate time and transparency is a key part of this compliance.
The sales consultant should have clearly explained this process during the sale in order to prevent any misunderstanding or concern. Should you require any further assistance, our team remains available to support you.
Kind Regards
Simone VenterClient Relationship Specialist & Client Care Supervisor