Appalling Service and Unnecessary Bureaucracy – Assupol

I am compelled to share my extremely disappointing experience with Assupol. I had emailed them requesting the cancellation of a policy after my aunt, who was the insured life, sadly passed away before the policy could even take effect. To this day, my email went unacknowledged.

When I called today, I spoke to a representative named Tebogo. She informed me that they could not process my cancellation because I did not have a reference number,which, of course, I could not have, since my initial cancellation request was ignored. I had to practically force an apology out of her for their failure to acknowledge my initial email.

When I attempted to finalize the cancellation on the phone, Tebogo insisted I provide a reference number. Upon explaining again that my aunt passed away during the waiting period, she instructed me to send another email and provide a death certificate. Seriously? Must I now coordinate with extended family living in remote villages just to scan and email a death certificate? Is this the standard way Assupol treats customers who are following the correct procedure for cancelling a policy?

This entire experience has been unnecessarily stressful and bureaucratic. A policy that was still in the waiting period should not require such hoops to cancel, nor should a customer have to chase basic acknowledgements. I expected professionalism and empathy,what I got was indifference and inefficiency.

Assupol needs to seriously review how it handles such sensitive cases. The current approach is completely unacceptable. I want my refund and the policy cancelled, immediately.