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jJ
jade J

1 reviews | Active since Feb 2022

24 Feb 2022, 09:57

POOR CUSTOMER SERVICE

I recently made contact with my insurance The Unlimited to follow up on cash back claim as I have been with them since 2018.

As my contract said that I could receive a cashback within four years of paying my monthly premiums only to find out that the contract was changed and the four year premiums cashback weren’t valid anymore. After I made payments for more than 2 years almost three years into the insurance. They advised that they did send an email and a sms to inform me about the changes of the contract.

The cashback were one of the reasons I chose the policy in the first place and to find out after being in the policy for more than 2 years that it changed without informing telephonically or to make sure that I did receive the correspondence. I feel that I have been wronged and misled about this product.

How is it that you can changed someone’s policy without their permission to do so and i would have not accepted these terms. Now they claim that they did inform me via sms and by email that was read a email that to date hereof I haven’t seen with my own eyes. They are quick to make contact with you should you fail to make payment but with such important information they only send and email & sms. They also advised me that they would send all correspondence pertaining to the amendments of my policy and I am still waiting.

If this is the poor service that I am receiving now what service are they going to deliver for claims. I am disappointed and feel wronged please can someone contact me to cancel this service immediately.

0
Replies (7)
The Unlimited
The Unlimited's reply24 Feb 2022, 17:01
Official
Hi Jade,

Thank you for bringing your concerns to our attention. Our mission is to always deliver world-class customer services to every member of our Unlimited family. We’ll never look to mislead you or make you feel out of place with us and it hurts knowing that you’d like to cancel your cover because of this. Please accept our most humble of apologies for the inconvenience we’ve caused you thus far. Kindly note that we’ve helped thousands of satisfied customers claim successfully according to their policy benefits. A member from our team has been in contact with you today and we’re currently looking into this. We’ll give you a call first thing tomorrow morning with feedback regarding the matter at hand. 
jJ
jade J's update25 Feb 2022, 08:46
Reviewer Update
Good day Sirs
I still await proof from your offices that relevant confirmation was send to myself regarding amendments to my policy.
The attached document send in pdf is no proof thereof and I was advised twice already by yourself and previous customer agent telephonically that you would refund me in failure to provide the aforesaid proof.
I also noticed that you deducted my account again after requesting immediate cancelation of this policy.
Please confirm what the current status of this matter is and can we come to a resolution.
Await your kind feedback herein.
Regards.
The Unlimited
The Unlimited's reply25 Feb 2022, 10:20
Official
Hi Jade,

Thank you for reaching out to us once again. We’ve attempted to contact you this morning and unfortunately, we’re unable to get through to you. Kindly note that your policy will remain active until we’ve spoken to you telephonically. Please pop us a message below, when you’re available to speak and we’ll give you a call shortly to assist you. 
jJ
jade J's update28 Feb 2022, 16:52
Reviewer Update
I see it took a few minutes to cancel my contract after which an deduction for February 2022 already went off.
The question’s raised is still unanswered as per previous correspondence to yourself or should I rather say that “NO PROOF” has been provided to myself that your offices informed me about the amendments to my policy.
Your offices has failed to deliver the abovementioned proof and has again given me empty promises regarding the refund should you not be able to provide me with proof that I did receive your notification.
How are you able to deliver fair customer services if you are unable to keep to your words. How do you won’t me or any other person to believe in your product if you cant deliver what you said you are going to deliver. As I definitely was promised I refund of my premiums should you be unable to provide proof that an delivered email and SMS was sent to me as notification of the amendments.
I am utterly disappointed in your service and have wasted a lot of money on this product that went down the drain. As your offices refuse to pay back my own money of services that I never received to date hereof.
The policy have been cancelled there is no mentioned of refund, you deducted another premium this month and all I get from you is that you wish I could take another one of your products after so that you could welcome me back to The Unlimited family. How is that possible after you have failed me like this as nothing was resolved from your side.
The Unlimited
The Unlimited's reply28 Feb 2022, 19:22
Official
Hi Jade,

Thank you for reaching out to us once again. We’re deeply hurt to hear you’ve lost your faith in us. You’re still a valued member even though you’re no longer part of our Unlimited family. Kindly note that one of our team members will give you a call first thing tomorrow morning to assist you regarding the matter at hand. 
jJ
jade J's update01 Mar 2022, 14:58
Reviewer Update
The Unlimited thanks for nothing you have wasted my time and money. The request that I have putt through to you have fallen on deaf ears. As the proof you're offices provided is not sufficient enough as nowhere on the provided information does it show that my policy are to be amended and that I was informed thereof. You have overtly **** to me again by making empty promises of paying back my paid premiums in failure to provide proof as you did not. I can honestly say that I would never recommend you to anyone as my experience with you has been awful.
The Unlimited
The Unlimited's reply01 Mar 2022, 16:57
Official
Hi Jade,

Thank you for taking our all today and for allowing us the opportunity to assist you. We’ve sent you proof of the SMS being delivered to you via email. Our email shows that you were sent a notification on the 17/02/2020, informing you about the change in your benefit. Kindly note that there is no refund to your policy. Your cover is a month to month membership, this means that for the months that you paid, you had cover. We’ve sent you our complaints procedure via SMS, should you request to lodge a formal complaint against us.