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Dumi M

1 reviews | Active since Jul 2020

18 Nov 2020, 10:55

Horrible service from Assupol. My heart is bleeding

We are currently in a devastating situation regarding the death of my ****her in low which i have insured with Assupol. I lodged a claim on the the 13th of November 2020 and I have never received such bad service from a company, worse than the government institutions. NO one in client services knows where or what is going with the claim. We are making funeral arrangements without any knowledge of whether the funds will be payed out. This is the worst feeling someone can have we faced with such a life changing event...and you as Assupol need to make this period somewhat better but no you are adding more to stress. I wonder if this is how you would like to be treated if you were faced with the same situatioin. I should be mourning but here I am writting a complaint about you not delvering what you have promised. If this was a piece of paper, you would see tear drops on the paper as an indication of how I feel and what I am going through now. I also sent through a complaint and I was told that I should wait 20 days for any response.The nature of your business deals with people who are going through a hard time, why are you making it even harder by your actions...or lack thereof. What must I do now?

Claim ref - DC/C*** complaint ***

0
Replies (7)
Sanlam
Sanlam's reply18 Nov 2020, 11:56
Official
Good Day, my sincerest condolences to you and your family on the loss of your loved one and the difficult time you have to go through. I also sincerely apologise for any inconvenience caused as per your review above. Our Claims department is in the process of validating this claim and we have made our Claims Management team aware of your concerns. The complaints timeline of 20 days you are referring  to above seem to have been misunderstood, we urgently attend to complaints and provide feedback as soon as possible, but the complete process should not take longer than 20 days. We realise the urgency of claim payments and your complaint is receiving priority attention. Regards, Assupol Complaints Manager
DM
Dumi M's update18 Nov 2020, 12:08
Reviewer Update
Thank you for your response. But this does not resolve my issue. I do not think you have addressed anything in your response. You are not telling me why we have not be contacted and had to resort to platforms like these to get any assistance. Why is it taking so long? I am sure on the papers that you received stated that the funeral will be held on the 19th of November 2020...which is tomorrow, why is it taking longer than the 24 hours turn around time that is stated on your website. This is really upsetting and I do not think you understand how much pain and frustration this is causing. Please can someone on from claims give me a call so I can get a little re assurance that this will be paid out before tomorrow. I have people that I have to pay and this needs to be done before hand. I am sure you are well aware of that. Please can you you have claims management give me a call urgently.
Sanlam
Sanlam's reply18 Nov 2020, 12:19
Official
Dear Dumi, I have requested our Claims Supervisor to be in contact with you to explain the process. Regards
DM
Dumi M's update18 Nov 2020, 12:32
Reviewer Update
Please note that this will not help me in any case. If you are going to phone me and tell me that you will not be paying then your phone call will be of no use to me. I need the money to pay for the services for the funeral, no phone call can do that for me. When you call me, please have a solution ready and that will meet the needs of the burial.

OR should I maybe bring the body to Menlyn so that you can validate it. This is my last resort should there be no attention paid to this. Call me with a resolution ***

I have read these process things which you are clearly not sticking to what you are selling.

How the claims process works

  • When, a life event has occurred and you need to submit a claim on your Assupol Life policy.
  • Select your Claims option:
  • Your claim will be registered when all documentation is complete and submitted and you will get an SMS confirming receipt of your claim.
  • Your claim will be assessed and validated.
  • Your claim will be approved within 24 hrs if all required documents have been submitted.
  • Note: You will be updated on the progress of your claim throughout the claims process.


Sanlam
Sanlam's reply18 Nov 2020, 12:46
Official
Dear Dumi, I assure you that our Claims management will be in contact shortly. 
DM
Dumi M's update18 Nov 2020, 13:42
Reviewer Update
Your response on this platform is commendable. However, this should not be the medium we use to get your attention. This is frustrating to say the least. Your turn around time relating to my claim is pathetic. We are stranded and do not know what to do at this point. Maybe my kids will bury me next from the stress you are causing me at the moment. Please, do the right thing. That is why I joined Assupol and not any other insurer. Now this. I have no fight left in me during these times and you are further destroying what little strength I have left...
Sanlam
Sanlam's reply18 Nov 2020, 13:45
Official
Your claim has been approved and payment will be made today. My sincerest apology again for any inconvenience caused. I noted that we have also attended to the complaint you submitted to Assupol directly earlier today. Our Claims Supervisor confirmed that she has been in contact with you to explain the claim timeline and validation process.  Kind regards