SM
Sive M
1 reviews | Active since Jan 2020
17 Oct 2020, 06:04
Not happy with service
Assupol does not pay claims within 24- 48 hours as they claim!!!
I lost 3 Family members within a span of a week, which two I have insured with Assupol. They paid the one claim ****erally 72 hours after the claim)but we still waiting for another payout. We called them yesterday but the consultant couldn’t help as she was in a rush to knock off.
It’s been 3 days now and we did mention to the consultant that the funeral is TODAY (Saturday 17th October)
Helpful (0)
Replies (23)0
Replies (23)SM
Sive M's updateReviewer Update
19 Oct 2020, 07:22Still no contact from anyone
SM
Sive M's update19 Oct 2020, 07:22
Reviewer Update
Still no contact from anyone
Sanlam's replyOfficial
19 Oct 2020, 07:33Good Day Sive, my sincerest condolences to you and your family on the passing of your loved ones. We also apologise for any inconvenience caused by the situation described in your review. We will urgently investigate the matter and provide further feedback by direct e-mail as soon as possible. Regards, Assupol Complaints Manager
Sanlam's reply19 Oct 2020, 07:33
Official
Good Day Sive, my sincerest condolences to you and your family on the passing of your loved ones. We also apologise for any inconvenience caused by the situation described in your review. We will urgently investigate the matter and provide further feedback by direct e-mail as soon as possible. Regards, Assupol Complaints Manager
SM
Sive M's updateReviewer Update
19 Oct 2020, 09:46Received an sms that says it will take 7 working days!
7 days for a claim that was supposed to be processed within 24 hours, you guys are a joke. In time of grieving and we treated like this, I’m beyond dissatisfied.
7 days for a claim that was supposed to be processed within 24 hours, you guys are a joke. In time of grieving and we treated like this, I’m beyond dissatisfied.
SM
Sive M's update19 Oct 2020, 09:46
Reviewer Update
Received an sms that says it will take 7 working days!
7 days for a claim that was supposed to be processed within 24 hours, you guys are a joke. In time of grieving and we treated like this, I’m beyond dissatisfied.
7 days for a claim that was supposed to be processed within 24 hours, you guys are a joke. In time of grieving and we treated like this, I’m beyond dissatisfied.
Sanlam's replyOfficial
19 Oct 2020, 10:04Good Day, the SMS you received pertains to the complaints process and not the claims process. We are urgently attending to your complaint and will resolve it as quickly as possible. Regards,
Sanlam's reply19 Oct 2020, 10:04
Official
Good Day, the SMS you received pertains to the complaints process and not the claims process. We are urgently attending to your complaint and will resolve it as quickly as possible. Regards,
SM
Sive M's updateReviewer Update
19 Oct 2020, 20:51Why do you guys not communicate, how far are you with resolving the matter?
What is the hold up?
Why did the claim not pay in the 24 hours as promised?
What is the hold up?
Why did the claim not pay in the 24 hours as promised?
SM
Sive M's update19 Oct 2020, 20:51
Reviewer Update
Why do you guys not communicate, how far are you with resolving the matter?
What is the hold up?
Why did the claim not pay in the 24 hours as promised?
What is the hold up?
Why did the claim not pay in the 24 hours as promised?
Sanlam's replyOfficial
20 Oct 2020, 06:58Good Day Sive, we are urgently attending to your complaint and will provide feedback before the end of business today.
Sanlam's reply20 Oct 2020, 06:58
Official
Good Day Sive, we are urgently attending to your complaint and will provide feedback before the end of business today.
SM
Sive M's updateReviewer Update
20 Oct 2020, 14:25Someone should call me because you guys are not serious, we pay our money and expect you to do your end of your deal but you are failing!!!
What is the problem here?
Why are you failing to pay my claim?
Assupol is ridiculous and taking people for fools!!!
What is the problem here?
Why are you failing to pay my claim?
Assupol is ridiculous and taking people for fools!!!
SM
Sive M's update20 Oct 2020, 14:25
Reviewer Update
Someone should call me because you guys are not serious, we pay our money and expect you to do your end of your deal but you are failing!!!
What is the problem here?
Why are you failing to pay my claim?
Assupol is ridiculous and taking people for fools!!!
What is the problem here?
Why are you failing to pay my claim?
Assupol is ridiculous and taking people for fools!!!
SM
Sive M's updateReviewer Update
20 Oct 2020, 14:28You’ve been taking me from pillar to post for no reason at all! You don’t want to pay and are making excuses! There’s no reason whatsoever you shouldn’t have paid me already NONE.
You just don’t want to pay!
You just don’t want to pay!
SM
Sive M's update20 Oct 2020, 14:28
Reviewer Update
You’ve been taking me from pillar to post for no reason at all! You don’t want to pay and are making excuses! There’s no reason whatsoever you shouldn’t have paid me already NONE.
You just don’t want to pay!
You just don’t want to pay!
SM
Sive M's updateReviewer Update
21 Oct 2020, 10:06Still no communication from anyone!!!
SM
Sive M's update21 Oct 2020, 10:06
Reviewer Update
Still no communication from anyone!!!
SM
Sive M's updateReviewer Update
21 Oct 2020, 10:07You are plainly just ignoring my messages now!
SM
Sive M's update21 Oct 2020, 10:07
Reviewer Update
You are plainly just ignoring my messages now!
Sanlam's replyOfficial
21 Oct 2020, 10:09Dear Sive, my apology, our Claims and Forensic Managers are urgently attending to this case. We will let you know as soon as possible.
Sanlam's reply21 Oct 2020, 10:09
Official
Dear Sive, my apology, our Claims and Forensic Managers are urgently attending to this case. We will let you know as soon as possible.
SM
Sive M's updateReviewer Update
21 Oct 2020, 10:18There’s absolutely nothing you guys are doing, you are dragging this on purpose. You don’t want to pay for whatever reason!!! If you aren’t able to pay claims of more than one person, then why are you allowing us to take insurances for more people!
SM
Sive M's update21 Oct 2020, 10:18
Reviewer Update
There’s absolutely nothing you guys are doing, you are dragging this on purpose. You don’t want to pay for whatever reason!!! If you aren’t able to pay claims of more than one person, then why are you allowing us to take insurances for more people!
SM
Sive M's updateReviewer Update
21 Oct 2020, 10:23We have submitted on the 13th and today is the 21st (8 days) NOTHING!
I’m tired of your meaningless apologies.
I’m tired of your meaningless apologies.
SM
Sive M's update21 Oct 2020, 10:23
Reviewer Update
We have submitted on the 13th and today is the 21st (8 days) NOTHING!
I’m tired of your meaningless apologies.
I’m tired of your meaningless apologies.
Sanlam's replyOfficial
21 Oct 2020, 10:27I am currently in communication with the forensic investigator to provide clarity on the outcome of the investigation. We will finalise the matter as soon as possible. Thank you for your patience and understanding.
Sanlam's reply21 Oct 2020, 10:27
Official
I am currently in communication with the forensic investigator to provide clarity on the outcome of the investigation. We will finalise the matter as soon as possible. Thank you for your patience and understanding.
SM
Sive M's updateReviewer Update
21 Oct 2020, 10:27Yesterday you took money from our account for what reason?
SM
Sive M's update21 Oct 2020, 10:27
Reviewer Update
Yesterday you took money from our account for what reason?
Sanlam's replyOfficial
21 Oct 2020, 10:33Your policy is payable on the 20th of each month for the cover held from the first day to the last day of that month. The death occurred on 8 Oct. For this reason the premium for the cover held in October was deducted.
Sanlam's reply21 Oct 2020, 10:33
Official
Your policy is payable on the 20th of each month for the cover held from the first day to the last day of that month. The death occurred on 8 Oct. For this reason the premium for the cover held in October was deducted.
SM
Sive M's updateReviewer Update
21 Oct 2020, 10:40For what reason when we already made a claim?
You people are ridiculous!
You people are ridiculous!
SM
Sive M's update21 Oct 2020, 10:40
Reviewer Update
For what reason when we already made a claim?
You people are ridiculous!
You people are ridiculous!
SM
Sive M's updateReviewer Update
21 Oct 2020, 11:03My husband called your agent Abongile, who was once again rude and didn’t want to hear what my husband had to say. He didn’t want to tell us when the status of the call and the reason for the hold on the funds.
It’s clear that Assupol Life as a company is looking for a reasons not to pay this claim but there are no merits or grounds for you not to pay. You are trying all tricks in the book insurance who do not want to pay for claims. First it was the account number now it’s the forensic and even with all the investigation you are doing - the process has not been transparent, fair nor has it been to the best interest of us as a client.
It’s clear that Assupol Life as a company is looking for a reasons not to pay this claim but there are no merits or grounds for you not to pay. You are trying all tricks in the book insurance who do not want to pay for claims. First it was the account number now it’s the forensic and even with all the investigation you are doing - the process has not been transparent, fair nor has it been to the best interest of us as a client.
SM
Sive M's update21 Oct 2020, 11:03
Reviewer Update
My husband called your agent Abongile, who was once again rude and didn’t want to hear what my husband had to say. He didn’t want to tell us when the status of the call and the reason for the hold on the funds.
It’s clear that Assupol Life as a company is looking for a reasons not to pay this claim but there are no merits or grounds for you not to pay. You are trying all tricks in the book insurance who do not want to pay for claims. First it was the account number now it’s the forensic and even with all the investigation you are doing - the process has not been transparent, fair nor has it been to the best interest of us as a client.
It’s clear that Assupol Life as a company is looking for a reasons not to pay this claim but there are no merits or grounds for you not to pay. You are trying all tricks in the book insurance who do not want to pay for claims. First it was the account number now it’s the forensic and even with all the investigation you are doing - the process has not been transparent, fair nor has it been to the best interest of us as a client.
Sanlam's replyOfficial
21 Oct 2020, 11:40Good day, the claim will be finalised before the close of business today. At claims stage it was noted that the incorrect relationship to the deceased was provided when the policy was app**** for. This resulted in the delay of the claims assessment process and finalisation. Our sincere apology for any unintentional frustration caused.
Sanlam's reply21 Oct 2020, 11:40
Official
Good day, the claim will be finalised before the close of business today. At claims stage it was noted that the incorrect relationship to the deceased was provided when the policy was app**** for. This resulted in the delay of the claims assessment process and finalisation. Our sincere apology for any unintentional frustration caused.
Sanlam's replyOfficial
22 Oct 2020, 07:26Good day, we confirm that the claim was finalised and paid, the funds should reflect in your account today. My sincerest apology again for any inconvenience caused.
Sanlam's reply22 Oct 2020, 07:26
Official
Good day, we confirm that the claim was finalised and paid, the funds should reflect in your account today. My sincerest apology again for any inconvenience caused.
SM
Sive M's updateReviewer Update
22 Oct 2020, 08:44Hello
Thank you, we’ll wait for it and I’ll come back to say when I’ve received it.
Thank you, we’ll wait for it and I’ll come back to say when I’ve received it.
SM
Sive M's update22 Oct 2020, 08:44
Reviewer Update
Hello
Thank you, we’ll wait for it and I’ll come back to say when I’ve received it.
Thank you, we’ll wait for it and I’ll come back to say when I’ve received it.
SM
Sive M's updateReviewer Update
22 Oct 2020, 12:08Thank you
I have received the payment.
I have received the payment.
SM
Sive M's update22 Oct 2020, 12:08
Reviewer Update
Thank you
I have received the payment.
I have received the payment.
Sanlam's replyOfficial
22 Oct 2020, 12:25Thank you!
Sanlam's reply22 Oct 2020, 12:25
Official
Thank you!