Dissatisfied Customer, poor service

Stay clear of Stratum. The service is non existent, hours waiting on the line for the call centre, days without assistance on Whatsapp, have not received a single reply via email. Cancelled policy without notice or warning. And then blame the customer after it is clearly a clerical error on their side. I wonder what it would be like if I had to have had a claim with them. False promises by Emmanuel and Cassandra that they will get back to me yet I am the one that constantly needs to follow up with them.

Yet according to their Complaints Process found on their website Stratum Benefits actively upholds a high service standard, ensuring financial services are delivered with integrity and complaints are resolved swiftly. We view every complaint, even those deemed invalid according to policy wording, as an opportunity to enhance our processes. Every concern is valuable feedback that we address meaningfully. The Treating Clients Fairly Outcomes stipulate that: • clients must feel confident that TCF is central to Stratum Benefits’ culture clients receive clear information that is timely and relevant to them. • there aren’t unreasonable barriers for clients to change, switch products, claim, or complain.