GM
Godfrey M
1 reviews | Active since Dec 2016
04 Apr 2017, 07:21
Regret
<p>i took a funeral cover with this company for my aunt ,who passed on 28/03/2017 after long illness in the documents it says they pay within 48hrs,i sent documents on 31/03/2017 through an e-mail to their offices and the very same day i went to their walk-in-centre in Pretoria CBD Du Toit and Johannes Ramokhoase str submiting originals for them to check if everything is in order,the receptionist told me everything is complete,i left the papers there telling him to re-send as i had already done so.Monday i followed up to find out but i was met by a call centre agent who was yawning and feeling drowsy over the phone,all he helped me with was to tell me ,you will be assisted rushing me to drop the phone.</p> <p> </p> <p>i urge the public to not put your eggs in one basket,last year i had funeral cover with HOLLARD i submitted all documents ini was August 2016 when my granny past on it 09h00am by 11h00am i received the payment and the nice thing about them is that they are also opened on saturdays.Assupol is rubbing salt in to our wounds as a family now we are stucked because ASSUPOL is smilling in my face while i mourn my aunt .THANKS YOU HAVE TAUGHT ME A LESSON I WILL NEVER FORGET,all you could do for me is send me a condolences SMS and i don't even believe it ,cause its part of your marketing strategy,</p>
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Replies (4)0
Replies (4)
Sanlam's replyOfficial
04 Apr 2017, 07:42Good Day,
We would like to offer our sincere apology for any frustration caused from the situation described.
I understand how disappointing it can be when your expectations are not met. We take this matter very seriously and assure you that it will be addressed accordingly.
Our further communication on this matter will follow by direct e-mail.
Proudly Serving
Assupol Complaints Team
Best regards,
Sanlam's reply04 Apr 2017, 07:42
Official
Good Day,
We would like to offer our sincere apology for any frustration caused from the situation described.
I understand how disappointing it can be when your expectations are not met. We take this matter very seriously and assure you that it will be addressed accordingly.
Our further communication on this matter will follow by direct e-mail.
Proudly Serving
Assupol Complaints Team
Best regards,
GM
Godfrey M's updateReviewer Update
05 Apr 2017, 08:14You are a "useless" insurance company
How long is 48 hours,you have employed all sophisticated academist ,Actuaries,Data Analysts,Statisticians etc but none could get it right to count 48hrs.
I would understand if i had submitted in-complete documents or theres no claim at all that i qualify for. now you deliberately witholding my claim to make sure you inflict as much pain as you can in me but unfortunately its not about me its about my aunt who has to be given a dignified funeral which needs money.All you could do for me is send me "apologies" which i don't need because its disingenious,and deceiving
I REGRET THE DAY I TOOK POLICIES WITH YOU
GM
Godfrey M's update05 Apr 2017, 08:14
Reviewer Update
You are a "useless" insurance company
How long is 48 hours,you have employed all sophisticated academist ,Actuaries,Data Analysts,Statisticians etc but none could get it right to count 48hrs.
I would understand if i had submitted in-complete documents or theres no claim at all that i qualify for. now you deliberately witholding my claim to make sure you inflict as much pain as you can in me but unfortunately its not about me its about my aunt who has to be given a dignified funeral which needs money.All you could do for me is send me "apologies" which i don't need because its disingenious,and deceiving
I REGRET THE DAY I TOOK POLICIES WITH YOU
Sanlam's replyOfficial
05 Apr 2017, 09:12Good day,
We take note of your response and confirm that claim payment will be done today.
The claim was received from the branch by our Head Office Claims Department on Monday 3 April and will be paid today, Wednesday 5 April. Kindly provide us with a copy of the e-mail you have sent on 31 March, as mentioned in your initial complaint, to enable me to investigate the possible delay further.
Our claims department aims to pay all valid claims within 48 hours and in most cases are able to do so. Assupol Life has adopted a procedure to assist us in ensuring that valid claims are paid. Certain parameters are used when claims are being investigated. The claims assessing procedures ensures that all clients are treated fairly. Unfortunately, this might have added to the undue delay in the payment of this specific claim.
Proudly Serving.
Assupol Complaints Manager - ***
Best regards,
Sanlam's reply05 Apr 2017, 09:12
Official
Good day,
We take note of your response and confirm that claim payment will be done today.
The claim was received from the branch by our Head Office Claims Department on Monday 3 April and will be paid today, Wednesday 5 April. Kindly provide us with a copy of the e-mail you have sent on 31 March, as mentioned in your initial complaint, to enable me to investigate the possible delay further.
Our claims department aims to pay all valid claims within 48 hours and in most cases are able to do so. Assupol Life has adopted a procedure to assist us in ensuring that valid claims are paid. Certain parameters are used when claims are being investigated. The claims assessing procedures ensures that all clients are treated fairly. Unfortunately, this might have added to the undue delay in the payment of this specific claim.
Proudly Serving.
Assupol Complaints Manager - ***
Best regards,
Sanlam's replyOfficial
12 May 2017, 09:37Good Day,
We refer to our direct e-mails and we trust that this matter has been resolved.
Proudly Serving.
Assupol Complaints Manager
Best regards,
Sanlam's reply12 May 2017, 09:37
Official
Good Day,
We refer to our direct e-mails and we trust that this matter has been resolved.
Proudly Serving.
Assupol Complaints Manager
Best regards,