NS
Nthabiseng S
1 reviews | Active since Jul 2010
15 Aug 2023, 13:22
ASSUPOL DOES NOT CARE
Very bad and disappointing service! I summitted a claim on Tuesday, the 8th of August of my late grandfather who's funeral was planned for the 12th. I followed up with Assupol on the 19th since it was a public holiday on the 9th. To my surprise I got informed that the claim was only registered on the morning of the 10th. I understood and blamed that on the public holiday. Assupol did not make any further correspondence. They've been quiet throughout the entire process. I had to take the initiative of calling them again on the 15th of August, again, only to learn that someone by the name of Maureen, should be calling me since that's the person that registered the claim. What if I had not called? What do you not keep your clients informed throughout the process of a difficult time? I had to borrow money to contribute towards the burial of my grandfather, trusting that Assupol will honour their commitment, but no!!! Not even a single lousy message of condolences but they are first ones to be chowing my money on pay day! I am truly disappointed and wish to get all premiums back and move to another insurer with a good reputation. I am now swimming in debts and have no means of paying it back! I should've studied the reviews than just rely on a tv ad with celebrities! Your service is pathetic!
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Replies (8)0
Replies (8)
Sanlam's replyOfficial
15 Aug 2023, 13:34Dear Nthabiseng, my condolences on the loss of your grandfather. My apology also for the frustration caused by the circumstances you described. I have escalated your complaint to our senior claims management team to urgently address and will provide further feedback to your direct e-mail address. Regards, Assupol Complaints Manager
Sanlam's reply15 Aug 2023, 13:34
Official
Dear Nthabiseng, my condolences on the loss of your grandfather. My apology also for the frustration caused by the circumstances you described. I have escalated your complaint to our senior claims management team to urgently address and will provide further feedback to your direct e-mail address. Regards, Assupol Complaints Manager
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Nthabiseng S's updateReviewer Update
15 Aug 2023, 15:02I am still waiting for your call as per Nomathemba's advise. I really would appreciate urgent attention on this because I am owing people who helped me bury my grandfather. They've been calling me and telling me that my 48 hours is over or am I trying to be Rosemary Ndlovu!!!!! Also, Nomathemba says that there is note on my profile/claim that I did not attach a claim form and guess what - it's there: 2-pages long scan DEATH CLAIM FORM!!!! She also stated the note says I was notified on the 12th - this is not true! I would like Assupol to prove that notification because I did not get ANY communication from Assupol at all and in fact - we were burying my grandfather on the 12th, it was a Saturday, I did not receive any communication. Can your agents please be trained to capture honest updates! What I am going through right now gives me the impression that all of the advertising you do is FALSE! You are just never there for those who've experienced a loss but an additional stress during a difficult time.
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Nthabiseng S's update15 Aug 2023, 15:02
Reviewer Update
I am still waiting for your call as per Nomathemba's advise. I really would appreciate urgent attention on this because I am owing people who helped me bury my grandfather. They've been calling me and telling me that my 48 hours is over or am I trying to be Rosemary Ndlovu!!!!! Also, Nomathemba says that there is note on my profile/claim that I did not attach a claim form and guess what - it's there: 2-pages long scan DEATH CLAIM FORM!!!! She also stated the note says I was notified on the 12th - this is not true! I would like Assupol to prove that notification because I did not get ANY communication from Assupol at all and in fact - we were burying my grandfather on the 12th, it was a Saturday, I did not receive any communication. Can your agents please be trained to capture honest updates! What I am going through right now gives me the impression that all of the advertising you do is FALSE! You are just never there for those who've experienced a loss but an additional stress during a difficult time.
Sanlam's replyOfficial
15 Aug 2023, 15:18Hi, I noted that our claims consultant tried to contact you at 15:07, the call was not answered. Is there any possibility to resend me the claim form directly, to arrange urgent assistance? I will send you our email detail to your direct email address. Regards, Assupol Complaints Manager
Sanlam's reply15 Aug 2023, 15:18
Official
Hi, I noted that our claims consultant tried to contact you at 15:07, the call was not answered. Is there any possibility to resend me the claim form directly, to arrange urgent assistance? I will send you our email detail to your direct email address. Regards, Assupol Complaints Manager
Sanlam's replyOfficial
15 Aug 2023, 15:25Hi, the bank statement submitted is in a different surname, please also send us your marriage certificate. We previously only received page 1 of the claim form. I have sent you my email address to resend the documents to me. Regards,
Sanlam's reply15 Aug 2023, 15:25
Official
Hi, the bank statement submitted is in a different surname, please also send us your marriage certificate. We previously only received page 1 of the claim form. I have sent you my email address to resend the documents to me. Regards,
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Nthabiseng S's updateReviewer Update
15 Aug 2023, 15:39The marriage certificate was long attached for the purpose. Please check the initial/all emails that I've been sending.
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Nthabiseng S's update15 Aug 2023, 15:39
Reviewer Update
The marriage certificate was long attached for the purpose. Please check the initial/all emails that I've been sending.
Sanlam's replyOfficial
15 Aug 2023, 15:55Hi, I have check all documents available on the system, it seems that it did not pull through/upload. Please resend me the documents to the email address I sent to your direct email to prioritize processing. I am really sorry for the inconvenience. Regards
Sanlam's reply15 Aug 2023, 15:55
Official
Hi, I have check all documents available on the system, it seems that it did not pull through/upload. Please resend me the documents to the email address I sent to your direct email to prioritize processing. I am really sorry for the inconvenience. Regards
NS
Nthabiseng S's updateReviewer Update
16 Aug 2023, 09:01I would like to express gratitude for the way in which my dissatisfaction was dealt with by Nomathemba, Maureen and Jacolien. The attended to my grievance with promptness, patience, professionalism and efficiency because they called every step of the way to ensure that the claim is administered properly. That is the kind of customer service I expected right from the beginning. My claim was eventually approved and paid. The funds were reflecting in my account and I can now reimburse those that helped pay for funeral preparations.
Thank you so much Assupol. I will definitely recommend your service and will keep my policies with you!
Thank you so much Assupol. I will definitely recommend your service and will keep my policies with you!
NS
Nthabiseng S's update16 Aug 2023, 09:01
Reviewer Update
I would like to express gratitude for the way in which my dissatisfaction was dealt with by Nomathemba, Maureen and Jacolien. The attended to my grievance with promptness, patience, professionalism and efficiency because they called every step of the way to ensure that the claim is administered properly. That is the kind of customer service I expected right from the beginning. My claim was eventually approved and paid. The funds were reflecting in my account and I can now reimburse those that helped pay for funeral preparations.
Thank you so much Assupol. I will definitely recommend your service and will keep my policies with you!
Thank you so much Assupol. I will definitely recommend your service and will keep my policies with you!
Sanlam's replyOfficial
16 Aug 2023, 10:53Thank you Nthabiseng!
Sanlam's reply16 Aug 2023, 10:53
Official
Thank you Nthabiseng!