RK
RENE K
1 reviews | Active since Jan 2017
14 Jun 2021, 10:14
Unhappy customer
Their turn around time is 5-10 working days and of course they work on the maximum. A week after I submitted my claim, they advise me that there's another document they need, I sent that document immediately. Now I'm told I have to wait for another week for them to get back to me to advise whether all the paperwork is in order? What if it's not in order, do I wait another week? Their admin sucks as far as I'm concerned, there are other gap cover insurance companies whose turn around time is a matter of days and not weeks! When I asked to speak to a manager, they were all in a meeting, how conveniently. Not happy with their service!
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Stratum Benefits (Pty) Ltd's replyOfficial
14 Jun 2021, 16:24Good day Rene, Thank you for your honest review. We take the good and bad on the chin and use it to improve our service delivery. We’d like to take this opportunity to explain our process in a little more detail. All claim submissions go into a queue for assessing. From the moment we receive the paperwork to the time that any kind of feedback is sent, it should not exceed 10 working days. Due to the volume of claims we receive on a daily basis, it’s possible that on the 10th day only feedback is sent. And what could be more frustrating than receiving feedback that says we need a supporting document? You’ll know, because this is pretty much what happened in your case. We’re so sorry Rene… but incomplete claims won’t be registered until all the necessary documents are received and every time an outstanding document is submitted that wasn’t submitted with the initial claim, will be subject to the standard turn-around time of 7 – 10 working days. Without the necessary supporting documents we’re unable to accurately assess your claim, and you deserve the best possible chance of getting your claim approved so please bear with us while we assess your claim according to our standard turn-around time. We understand that our process might be frustrating, however, due to the volumes of claims received it’s the best way to ensure that once fully completed claims are received, our teams can keep to the allocated time lines. Apologies for the frustration that you’ve experienced. We hope that your next experience with us will be nothing short of WOW! Best regards, The Stratum Benefits Team
Stratum Benefits (Pty) Ltd's reply14 Jun 2021, 16:24
Official
Good day Rene, Thank you for your honest review. We take the good and bad on the chin and use it to improve our service delivery. We’d like to take this opportunity to explain our process in a little more detail. All claim submissions go into a queue for assessing. From the moment we receive the paperwork to the time that any kind of feedback is sent, it should not exceed 10 working days. Due to the volume of claims we receive on a daily basis, it’s possible that on the 10th day only feedback is sent. And what could be more frustrating than receiving feedback that says we need a supporting document? You’ll know, because this is pretty much what happened in your case. We’re so sorry Rene… but incomplete claims won’t be registered until all the necessary documents are received and every time an outstanding document is submitted that wasn’t submitted with the initial claim, will be subject to the standard turn-around time of 7 – 10 working days. Without the necessary supporting documents we’re unable to accurately assess your claim, and you deserve the best possible chance of getting your claim approved so please bear with us while we assess your claim according to our standard turn-around time. We understand that our process might be frustrating, however, due to the volumes of claims received it’s the best way to ensure that once fully completed claims are received, our teams can keep to the allocated time lines. Apologies for the frustration that you’ve experienced. We hope that your next experience with us will be nothing short of WOW! Best regards, The Stratum Benefits Team