**** offers and promises

10 years ago we joined VHI and aside from the vacation benefits, I also contributed to their reliance benefit, which included a reliance loyalty cash back reward after 120 months. A certificate was to accompany this benefit via registered mail 8 - 12 weeks later. If it was sent or not I cannot remember.

Point 1 - In 2016 we had a nasty burst geyser incident which damaged a container holding my important documentation / certificates. They were damaged beyond recognition due to water and mud etc. in the ceiling that flooded into the house. I had no idea what documents / certificates were stored in the container because it was being used for over 20 years. As an example, when I needed to prove completion of my bachelors degree to a company 3 years ago, I could not find it after searching everywhere and only then realized that it must have been part of what was destroyed. I had received it in 1992. I then requested a new degree certificate from the university with no issues. I am now told, even though VHI has record of every single payment I have made since I started, because I am not able to produce the original certificate, I cannot get my loyalty reward.

Point 2 - In 2018 I was classified temporary disabled due to medical reasons. I requested that these contributions be stopped, however I was told that VHI had the option of payment freeze for 6 months. I was told by the agent that I had already contributed to the loyalty benefit for 5 years and it would be silly to cancel then. During COVID (2021), as we all did, I had financial issues again, and requested to cancel, but was informed again by the agent that the 6 month debit order freeze option could be used again. I was told that the benefits reward was to be paid at the end of 2023. I have now tried to get my loyalty reward but to no avail because there was a break in contributions.

This now means I have lost my loyalty reward! This is totally unacceptable. I cannot believe that a company whose focus should be on client satisfaction can treat a loyal client, who has been with them for 10 years, as dirt. Another "we'll take your money very easily, but don't think you getting anything back" company. I am VERY unhappy. I now just have to accept that the R25,000 loyalty reward is gone forever after paying towards it for 10 years!!!!!!!!!