Pathetic Service

On 17 February 2026, I sent a form to update the personal details for the member on the living annuity LB***. I called and requested a statement, explaining that the member is very sick and we need to act quickly to update his living annuity details and load the correct beneficiaries. You had all the necessary forms to do so. After consulting with the client, we decided to move his living annuity to a Capital Protector contract. Again, I called and pleaded with you to please expedite this request because we are pressed for time. We ensured that every single requirement I asked for was sent to you as quickly as possible. I called a couple of days ago to inquire if the beneficiaries had been updated, only to be told that you missed it in the beginning. I apologize for any confusion, but as far as I know, you now have everything needed to process the urgent transfer. Now, the entire transfer process has been halted because you are reconsidering the beneficiary change and attempting to call a client who is currently in a coma. The number you are using is not even the one we provided for the data change. What was the purpose of completing the forms then? What am I missing here? We urge you to treat this matter as urgent — you have disrupted the administrative process and halted everything despite being repeatedly informed about the urgency of this situation. We are working with people, children, families, and real-life situations. What do you work with? Can the funds be transferred so that the new insurer can process the life annuity request, please? Everyone is waiting on you!