NB
Nicolette B
1 reviews | Active since Jul 2024
07 Jul 2024, 09:59
Policyholder of 10 years, never skip one payment waiting on cashback
Very bad experience with Assupol regarding my cash back. I submit all relevant documents on 28 June 2024. On Monday 1 July I call them to ask if all documents are correct and the lady said they already started with processing. She also said that payment will be before 5 working days. It is now 7 July 2024 and still nothing. When I call the customer service you don't get through.
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Replies (3)
Sanlam's replyOfficial
08 Jul 2024, 06:32Dear Nicolette, thank you for your review. My apology for the inconvenience caused. Our claims team has been informed of the urgency of the required payment and will process it as soon as possible. We will monitor this and let you know by direct e-mail on the progress. Regards, Assupol Complaints Manager
Sanlam's reply08 Jul 2024, 06:32
Official
Dear Nicolette, thank you for your review. My apology for the inconvenience caused. Our claims team has been informed of the urgency of the required payment and will process it as soon as possible. We will monitor this and let you know by direct e-mail on the progress. Regards, Assupol Complaints Manager
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Nicolette B's updateReviewer Update
08 Jul 2024, 10:37This is very bad and evan sad. Now I'm receiving e-mails from everyone at Assupol. Some say asap, others say 20 days. BUT on 28 June 2024 I forward all relevant documents to them. They send me a message on 30 June 2024 informing me of the cashback. On Monday 1 July 2024 I call them to verify if they received my forms and they reply that it's in progress and payment will be in 5 working days.
NOW the Complaints Team respond that payment will be made within 20 working days, that is a whole month.
I would really like to know why this is taking so long and why I'm receiving response from so many different departments in Assupol giving me different dates. This is unfair and unacceptable. I am still not happy with the service.
NOW the Complaints Team respond that payment will be made within 20 working days, that is a whole month.
I would really like to know why this is taking so long and why I'm receiving response from so many different departments in Assupol giving me different dates. This is unfair and unacceptable. I am still not happy with the service.
NB
Nicolette B's update08 Jul 2024, 10:37
Reviewer Update
This is very bad and evan sad. Now I'm receiving e-mails from everyone at Assupol. Some say asap, others say 20 days. BUT on 28 June 2024 I forward all relevant documents to them. They send me a message on 30 June 2024 informing me of the cashback. On Monday 1 July 2024 I call them to verify if they received my forms and they reply that it's in progress and payment will be in 5 working days.
NOW the Complaints Team respond that payment will be made within 20 working days, that is a whole month.
I would really like to know why this is taking so long and why I'm receiving response from so many different departments in Assupol giving me different dates. This is unfair and unacceptable. I am still not happy with the service.
NOW the Complaints Team respond that payment will be made within 20 working days, that is a whole month.
I would really like to know why this is taking so long and why I'm receiving response from so many different departments in Assupol giving me different dates. This is unfair and unacceptable. I am still not happy with the service.
Sanlam's replyOfficial
08 Jul 2024, 10:43Dear Nicolette, thank you for the response. Please carefully re-read the complaint acknowledgement notification. It does not confirm that payment will be made in 20 working days, but that the complaint is being attended to and should be resolved as quickly as possible, but not later than 20 working days. Our claims management team is already working on the case, to prioritise payment. Regards,
Sanlam's reply08 Jul 2024, 10:43
Official
Dear Nicolette, thank you for the response. Please carefully re-read the complaint acknowledgement notification. It does not confirm that payment will be made in 20 working days, but that the complaint is being attended to and should be resolved as quickly as possible, but not later than 20 working days. Our claims management team is already working on the case, to prioritise payment. Regards,