Assupol Blues

On 11/11/2022 I notified Assupol Life of my intention to cancel all funeral policies I had with them as I had found a better deal elsewhere. I also requested proof of membership for all policies so that my new life assurance company could waive my waiting period normally associated with the industry. My email was sent to their information desk and I got an automated reply, with a promise someone would call shortly. When no one called by 15/11, I forwarded the same instruction to client services. There was no reply from there too, not even an automated one. The new life assurer had by then indicated my cover would start 01/12/2022 and the first premium was due the end of November. My worst fears were becoming a reality, that there would be two deductions for the same service, something which I could not afford. In desperation I tried calling Assupol but realised a minute into the call that their client services number was a premium number costing me three times a normal call would cost. The call ended before I could explain my query. Then I started asking friends until I got hold of Assupol an employee and I forwarded her my initial instruction to pass on to the relevant department. Early on 17/ 11 I decided to visit an Assupol branch on Du Toit Street, Pretoria to do the request in person. The atmosphere was calm and there were no queues. I explained my desperation to a consultant who tried to be as helpful as possible but there was an air of indifference about her; I felt just like a number in statistics. She was quick to inform me a deduction for November would take place on my account but my cover would stop the same month. Even though my new assurer indicated they could delay my premium by a month, that did not help as it meant I would be without cover in December, and we have all heard about Murphy and his law. I was forced to take two deductions, something I could ill afford. When I drove out of town, a manager from Assupol client services called from Head Office. I could not take the call as I was driving and she dropped me an email to the effect Assupol would process my request upon receipt of correspondence from the new assurer. I don't remember apologies for the delay it took my request to reach her, worst still through the back door. Both premiums went through my account by 25/11 but my cover from Assupol ends 30/11. One of the policies made its first deduction and practically it means there would be no cover if the life-assured died by accident in December. I can't say my relationship with Assupol was ever good, especially the communication part. That part is only fine when a new member is being signed. I am happy to move to the new company, especially looking at the lower premium and added benefits they give.