Train your staff correctly or stay away from business from "uneducated" people

Very disappointed at how you handled my parents claim and query. Someone failed to do their job correctly and now we have a rejected claim. Make sure not to accept future business from our parents then later reject claims because they cant read or write. Here is how it went: -magogo took up new policy with you last year assisted by your sales agents at Pan in Alexandra. -when going to make her first premium payments at Checkers, her TwoMountain cards declined. She then went to boxer to try there, where payment declined again. -she then decided to go to your Randburg offices, only to find card was not activated. While there, she and Patrick (your employee) discovered that her uncle was incorrectly captured as a spouse. She confirms it's not spouse but uncle( in mother tongue). Apparantly Patrick even called the sales agent right in front of her to reprimanding the agent on importance of collecting correct information. Payment is made and card activated all is well. -come 3 May 2022 magogo makes claim. Gets returned because her documents are not clear, but she then returns back on the 6 May 2022 with clear documents. -more than 48hrs pass on12 May 2022 magogo goes to Randburg to find out what's happening. She gets told all is well, they will give her a call next they. Guess what? No call . Funeral happened 14 May 2022 without claim funds. - we get information from family members that Two mountains Risk department called them to verify information and identify relationship. This leaves a sour taste among grieving families but I understand why it happened. After all this, still no contact from Two Mountain -come 3 June 2022 we eventually contact two mountains to enquire because they have NOT even once contacted us back. Now They kept saying they will call us back, then its Charlotte (from claims)will call you back. -6 June 2022 I decide to take magogo to head office to resolve this as to why NO feedback and most importantly why No payout. To our disappointment claim was rejected. guess due to what? Because her uncle was captured as a spouse. -while I'm still there I further discovered and pointed out to Petronella(from claims) other capturing errors on the policy such as wrong gender of beneficiary incorrect IDs (magogo wont give wrong details because it's in her little book). Meaning should magogo pass away there would be no payout because of incorrect beneficiary details. - gave Petronella a chance to escalate this issue to CEO and apply their discretion and they still rejected claim because magogo signed off the incorrectly captured claim form. But yet you are still happy to receive her continued support(her premiums) -CEO YOU FAIL TO RECOGNISE THE FAILURE OF YOUR STAFF WHO DID NOT DO THEIR JOB PROPERLY AND CORRECTLY GIVEN THE SENSITIVITY OF YOUR BUSINESS, NOW YOUR CLIENTS SUFFER AT A TIME WHERE THEY NEED YOUR ASSISTANCE THE MOST. - as much as I understand the risk of your business, where is the ********** claim here? Family members that were contacted by risk department confirmed the relationship. - Your staff member was happy to activate card and receive payment, but failed to follow through on updating correct information on the system.

Kind regards Allan Sejake