kS
kitsiso` Seane
1 reviews | Active since Jul 2021
26 Jan 2023, 16:28
Assupol – USELESS, WORSE & INCOMPITENT SERVICE
Assupol – USELESS, WORSE & INCOMPITENT SERVICE
On the 20th January I submitted a funeral claim to Assupol, No feedback. I called million times asking for feedback, 7 days later I haven't receive the money for the burial. I'm always told about documents that I already submitted. Even after resubmission, there is still no feedback on progress. It is evident that this claim is not getting any attention. Their website says they will pay within 24 - 48 hrs but nothing has been paid. We take funeral policy to avoid this fiasco. See the below useless email from them: Funeral is this weekend they telling me about 20 days.
From:assupol.co.za We received your Assupol complaint and take note of your unfortunate experience. Your complaint reference number is C***. It should be resolved in 20 business days. We will ensure feedback is provided as soon as possible, but not later than 7 business days from now. Our complaint resolution procedure is available on assupol.co.za.
Helpful (0)
Replies (7)0
Replies (7)
Sanlam's replyOfficial
27 Jan 2023, 07:00Good day Kitsiso, thank you for your review. Our sincerest condolences on the loss of your uncle. We confirm that the funeral claim was finalised and paid to you on 26 January. Please note that the message you received with regards to the confirmation of the complaint number provides a general timeline in terms of the resolution of our complaints, but claim delay complaints generally have priority and are resolved much quicker. Please let us know if you need any additional information. Kind regards, Assupol Complaints Manager.
Sanlam's reply27 Jan 2023, 07:00
Official
Good day Kitsiso, thank you for your review. Our sincerest condolences on the loss of your uncle. We confirm that the funeral claim was finalised and paid to you on 26 January. Please note that the message you received with regards to the confirmation of the complaint number provides a general timeline in terms of the resolution of our complaints, but claim delay complaints generally have priority and are resolved much quicker. Please let us know if you need any additional information. Kind regards, Assupol Complaints Manager.
kS
kitsiso` Seane's updateReviewer Update
27 Jan 2023, 08:33 Assupol Life – I can confirm that payment is finally received. All thanks to "Hello Peter"
This platform can’t be a way of getting things done, please start taking your customers series. Take your brand series and respect black people.
I have been loyal to you Guys for years and this is the kind of treatment I get? You prioritize and action claims based on pressure from Hello Peter, please treat your clients better, funeral is not a frolic matter, hence we take this kind of policies. I still have policies with you and very anxious that when the need arise I might still be confronted with the same fiasco. Improve your communication channels, amend your auto message for complains, it is not giving any hope, instead it aggravate the frustration. I will be waiting for email feedback why this claim took so long to be paid out.
This platform can’t be a way of getting things done, please start taking your customers series. Take your brand series and respect black people.
I have been loyal to you Guys for years and this is the kind of treatment I get? You prioritize and action claims based on pressure from Hello Peter, please treat your clients better, funeral is not a frolic matter, hence we take this kind of policies. I still have policies with you and very anxious that when the need arise I might still be confronted with the same fiasco. Improve your communication channels, amend your auto message for complains, it is not giving any hope, instead it aggravate the frustration. I will be waiting for email feedback why this claim took so long to be paid out.
kS
kitsiso` Seane's update27 Jan 2023, 08:33
Reviewer Update
Assupol Life – I can confirm that payment is finally received. All thanks to "Hello Peter"
This platform can’t be a way of getting things done, please start taking your customers series. Take your brand series and respect black people.
I have been loyal to you Guys for years and this is the kind of treatment I get? You prioritize and action claims based on pressure from Hello Peter, please treat your clients better, funeral is not a frolic matter, hence we take this kind of policies. I still have policies with you and very anxious that when the need arise I might still be confronted with the same fiasco. Improve your communication channels, amend your auto message for complains, it is not giving any hope, instead it aggravate the frustration. I will be waiting for email feedback why this claim took so long to be paid out.
This platform can’t be a way of getting things done, please start taking your customers series. Take your brand series and respect black people.
I have been loyal to you Guys for years and this is the kind of treatment I get? You prioritize and action claims based on pressure from Hello Peter, please treat your clients better, funeral is not a frolic matter, hence we take this kind of policies. I still have policies with you and very anxious that when the need arise I might still be confronted with the same fiasco. Improve your communication channels, amend your auto message for complains, it is not giving any hope, instead it aggravate the frustration. I will be waiting for email feedback why this claim took so long to be paid out.
kS
kitsiso` Seane's updateReviewer Update
27 Jan 2023, 08:38 Assupol Life – I can confirm that payment is finally received. All thanks to "Hello Peter"
This platform can’t be a way of getting things done, please start taking your customers serious . Take your brand series and respect black people.
I have been loyal to you Guys for years and this is the kind of treatment I get? You prioritize and action claims based on pressure from Hello Peter, please treat your clients better, funeral is not a frolic matter, hence we take this kind of policy. I still have policies with you and am very anxious that when the need arises I might still be confronted with the same fiasco. Improve your communication channels, amend your auto message for complaints, it is not giving any hope, instead it aggravates the frustration. I will be waiting for email feedback as to why this claim took so long to be paid out.
This platform can’t be a way of getting things done, please start taking your customers serious . Take your brand series and respect black people.
I have been loyal to you Guys for years and this is the kind of treatment I get? You prioritize and action claims based on pressure from Hello Peter, please treat your clients better, funeral is not a frolic matter, hence we take this kind of policy. I still have policies with you and am very anxious that when the need arises I might still be confronted with the same fiasco. Improve your communication channels, amend your auto message for complaints, it is not giving any hope, instead it aggravates the frustration. I will be waiting for email feedback as to why this claim took so long to be paid out.
kS
kitsiso` Seane's update27 Jan 2023, 08:38
Reviewer Update
Assupol Life – I can confirm that payment is finally received. All thanks to "Hello Peter"
This platform can’t be a way of getting things done, please start taking your customers serious . Take your brand series and respect black people.
I have been loyal to you Guys for years and this is the kind of treatment I get? You prioritize and action claims based on pressure from Hello Peter, please treat your clients better, funeral is not a frolic matter, hence we take this kind of policy. I still have policies with you and am very anxious that when the need arises I might still be confronted with the same fiasco. Improve your communication channels, amend your auto message for complaints, it is not giving any hope, instead it aggravates the frustration. I will be waiting for email feedback as to why this claim took so long to be paid out.
This platform can’t be a way of getting things done, please start taking your customers serious . Take your brand series and respect black people.
I have been loyal to you Guys for years and this is the kind of treatment I get? You prioritize and action claims based on pressure from Hello Peter, please treat your clients better, funeral is not a frolic matter, hence we take this kind of policy. I still have policies with you and am very anxious that when the need arises I might still be confronted with the same fiasco. Improve your communication channels, amend your auto message for complaints, it is not giving any hope, instead it aggravates the frustration. I will be waiting for email feedback as to why this claim took so long to be paid out.
Sanlam's replyOfficial
27 Jan 2023, 09:07Hi Kitsiso, thank you for the response. I will provide further feedback shortly. Kind regards, Assupol Complaints Manager
Sanlam's reply27 Jan 2023, 09:07
Official
Hi Kitsiso, thank you for the response. I will provide further feedback shortly. Kind regards, Assupol Complaints Manager
Sanlam's replyOfficial
27 Jan 2023, 09:48 Hi Kitsiso, I have looked into the detail of the matter and provide the following response. My sincerest apology again for the frustration caused by this matter. We assure you that Assupol aims to pay all valid claims as quickly as possible. The claim was reported to Assupol on 20 January. The cause of death was as a result of unnatural causes and additional documentation was required (i.e. SAPS report, bank statement). The Assupol consultant informed you of the outstanding documents needed. We received the SAPS declaration on 24 January, but seem to have still needed additional outstanding documents, not initially submitted when the claim was first reported. All required documents were subsequently received on 24 January and the validation of the claim continued. The claim was approved and paid on 26 January. Kind regards, Assupol Complaints Manager
Sanlam's reply27 Jan 2023, 09:48
Official
Hi Kitsiso, I have looked into the detail of the matter and provide the following response. My sincerest apology again for the frustration caused by this matter. We assure you that Assupol aims to pay all valid claims as quickly as possible. The claim was reported to Assupol on 20 January. The cause of death was as a result of unnatural causes and additional documentation was required (i.e. SAPS report, bank statement). The Assupol consultant informed you of the outstanding documents needed. We received the SAPS declaration on 24 January, but seem to have still needed additional outstanding documents, not initially submitted when the claim was first reported. All required documents were subsequently received on 24 January and the validation of the claim continued. The claim was approved and paid on 26 January. Kind regards, Assupol Complaints Manager
kS
kitsiso` Seane's updateReviewer Update
27 Jan 2023, 10:28 Assupol Life – I appreciate the explanation below, however, when the documents we requested, I literally forward the same email I initially sent with the same set of documents. So there was no omission on my end. I’m glad the payment is done, you also got my recommendation surrounding your poor communication and lack of urgency for death claims. 'Hello Peter' should not be your customer's claim activation platform. I will however give you Guys benefit of the doubt with the other policies I have with you. Keep well.
kS
kitsiso` Seane's update27 Jan 2023, 10:28
Reviewer Update
Assupol Life – I appreciate the explanation below, however, when the documents we requested, I literally forward the same email I initially sent with the same set of documents. So there was no omission on my end. I’m glad the payment is done, you also got my recommendation surrounding your poor communication and lack of urgency for death claims. 'Hello Peter' should not be your customer's claim activation platform. I will however give you Guys benefit of the doubt with the other policies I have with you. Keep well.
Sanlam's replyOfficial
27 Jan 2023, 10:54Thank you Kitsiso, your response is noted and welcomed. Lastly, we actually encourage our clients to submit complaints to our *** mailbox or through our website, all of which are also manned by myself an my efficient Complaints Team. Keep well and all the best.
Sanlam's reply27 Jan 2023, 10:54
Official
Thank you Kitsiso, your response is noted and welcomed. Lastly, we actually encourage our clients to submit complaints to our *** mailbox or through our website, all of which are also manned by myself an my efficient Complaints Team. Keep well and all the best.