JG
Jyoti G
Active since Nov 2021
17
Reviews
0
Industries
Reviews
17 reviews2 weeks ago
Delayed Feedback and Poor Communication on Income Protection Claim
Our client submitted a claim for an Income Protection Benefit with Sanlam for a claim period of just over two weeks. All supporting documents requested by claims were provided timeously. The client was thereafter requested to submit a copy of his bank statement directly to the claims department, which was done almost two weeks ago. We were subsequently advised that the SLA for feedback is 10 working days from the date the last document was submitted. That period has now effectively lapsed, yet there has still been no feedback or indication of progress on the claim. I called the claims department today for a follow up and remained on the line for 20 minutes and 20 seconds, after which the call automatically disconnected. Unfortunately, we still have no update or feedback to provide to our client regarding the status of the claim. While we fully appreciate the need for proper claims assessment and due diligence, concerns arise where all requested documentation has been submitted, no further requirements have been communicated, and extended periods pass without meaningful feedback or updates. This is particularly important in the case of temporary income protection claims, where clients may already be experiencing financial strain due to an inability to work. From an adviser perspective, delays in communication and turnaround times unfortunately impact confidence in the overall servicing experience and make it difficult to reassure clients who have placed their trust in both Sanlam and their adviser during vulnerable periods. This ultimately affects the client experience and the trust placed in the claims process as a whole. Our client has now reached the point of questioning the value of continuing to pay premiums for this benefit, based on the current claims experience. We respectfully request that this matter be urgently reviewed and that feedback be communicated as soon as possible.
2 replies
3 weeks ago
Poor Claims Communication and Delayed Feedback on PPS Claim
We are disappointed with the inconsistent and unclear communication received regarding our client’s PPS Sickness Benefit Claim. The claim was submitted on 6 May 2026, and an automated acknowledgement of receipt was received from PPS. Following a lack of further feedback, we contacted PPS telephonically on the morning of 20 May 2026 to follow up on the status of the claim. During this call, we were advised by Consultant Thami (Call Reference: WF0394339) that feedback on the claim should be available by close of business on the same day. Based on this information, we updated the member accordingly. However, upon following up again later the same afternoon (20/05), we were then advised by another PPS consultant that feedback would only be available on 25 May 2026, being seven working days from 15 May 2026, which was apparently the date of the last email communication sent directly to the member. It is deeply concerning that two materially different turnaround expectations were communicated by PPS representatives within the same day. This creates unnecessary confusion and frustration for both the member and ourselves as advisers, particularly where clients are relying on accurate feedback during what is often a stressful and financially vulnerable period. Our client remains without meaningful feedback regarding the status of their claim, and we are unable to confidently manage expectations due to the inconsistent communication received from PPS. Experiences of this nature unfortunately impact member confidence in the PPS claims process and the organization's ability to provide clear and reliable service when members require support the most. We respectfully request that PPS urgently review and expedite this matter, and provide accurate feedback together with clear and consistent turnaround timeframes to prevent any further frustration or uncer*****y for the member.
1 reply
4 weeks ago
Delayed Provision of Policy Contract Resulting in Claim Processing Delays
We contacted Liberty Life almost a month ago requesting an electronic copy of the client’s policy contract in order to assist with the processing of a claim. Despite numerous follow-up emails and several telephonic engagements over the past 4 weeks, the requested documentation has still not been provided. The ongoing delay is unfortunately prejudicial to the client’s current circumstances and has materially impacted our ability to progress the matter timeously. We would appreciate Liberty Life’s urgent intervention and assistance in resolving this matter as soon as possible.
1 reply
7 months ago
Kindness and Professionalism at Its Best - Thank You, Nduduzo @McDonalds La Lucia
I’d like to commend Nduduzo from McDonald’s for his outstanding customer service. He was incredibly patient, kind, and courteous while helping me find the deal vouchers on the McDonald’s app. It’s rare to come across someone who treats customers with such genuine care and respect - his professionalism truly stood out and made my visit a pleasant one. Thank you, Nduduzo, for going above and beyond!
0 replies
12 months ago
No Response from Vodacom Fibre Consultant Regarding Price Match & Cooling-Off Query
I am extremely disappointed with the lack of response from Vodacom regarding my Fibre query. On 29 April 2025, I emailed a Vodacom consultant named Phumzile with the following: "Dear Phumzile, I’ve attached a copy of my Vodacom Fibre quote, signed a little over 30 days ago. Since then, I’ve received a very competitive offer from RSA Web for a similar service at nearly R300 less per month- still on the Openserve network. Could you please confirm whether the 30-day cooling-off period applies to my contract? Also, would Vodacom be willing to review or match this offer?" To date, I have not received any response; not even an acknowledgment. This lack of communication is unacceptable, especially given that the matter relates to pricing and contract terms. I would appreciate an urgent response from Vodacom addressing both my questions: Does the 30-day cooling-off period apply to my contract? Is Vodacom willing to review or match the RSA Web offer? I trust that Vodacom will take this complaint seriously and respond with the urgency and professionalism expected from a leading service provider.
1 reply
13 months ago
Outstanding Service from Bronwyn Williams at ABSA
I’d like to commend Bronwyn Williams from ABSA for her exceptional service. Every interaction with her has been a pleasure - she is warm, kind, and incredibly professional. Bronwyn handles every request or query with impressive efficiency and always goes the extra mile to assist. Her knowledge of banking processes and her approachable nature make her an absolute asset to ABSA. Thank you, Bronwyn, for consistently delivering service excellence!
1 reply
13 months ago
Exception Service from Phiwe Dlamini at @home!
Compliment for Phiwe Dlamini – @home Store Assistant I would like to extend my heartfelt thanks to Store Assistant, Phiwe Dlamini, who assisted me at @home, Gateway on the 20th of April. Phiwe was exceptionally helpful and patient as she guided me through my shopping needs. Her positive energy and warm approach truly made my experience enjoyable. I will most definitely be returning- especially for her friendly and professional service!
0 replies
14 months ago
Disability Claim Still Not Finalized – Urgent Attention Required
I am compelled to express my disappointment at the delay in finalizing the Disability claim for my client. Despite having submitted all necessary documentation timeously, we have been advised to follow up yet again next week, on 22/04. In contrast, Sanlam Life has already settled the lump sum Disability benefit and approved the Waiver of Premium at Disability benefit without delay. This delay from Liberty Life is unacceptable given the purpose of these benefits - to provide immediate financial support during a time of crisis. The client is facing mounting medical costs, which are not currently covered by their medical aid, and the claim proceeds are critical to their care and wellbeing. It is deeply concerning that, while policy premiums are collected without delay, the same efficiency is not extended when a valid claim is lodged. This undermines the trust placed in Liberty Life. We request that this claim be prioritized as a matter of urgency. The client deserves the financial security they were promised when this policy was taken out. Delays of this nature are not only distressing but also potentially harmful to their health and financial stability.
1 reply
15 months ago
Poor Administrative Experience with NMG Benefits
I have experienced significant delays and a lack of responsiveness from NMG Benefits regarding the transfer of an employee’s fund (member exit). The proof of payment and Recognition of Transfer (ROT) form have been pending since Wednesday, 11 December 2024, with no resolution to date. This delay reflects poorly on the administrative efficiency of such a large corporate entity. Despite multiple follow-up emails and numerous attempts to contact NMG Benefits via phone, there has been no response or assistance provided. This level of service is unacceptable, especially for financial matters that directly impact individuals’ retirement savings. I urge NMG Benefits to improve its administrative processes and customer support to ensure timely and efficient handling of member exits.
1 reply
15 months ago
Bonitas Medical Aid – Poor Administrative Experience
As a brokerage responsible for onboarding and managing our corporate client’s medical aid under Bonitas, we have encountered significant administrative inefficiencies. Recently, the Bonitas Corporate Fund Department incorrectly debited the company for a member who had exited the corporate medical aid fund. When we attempted to resolve the matter, we were informed that only the company's HR consultant could liaise directly with the fund regarding any queries. This approach is both illogical and inefficient. A broker/intermediary is appointed to manage and support the corporate fund, holding the necessary licenses to act on behalf of the company and its employees. Yet, Bonitas restricts brokers from addressing critical administrative matters, leaving the company with no choice but to navigate these issues alone. Such a structure reflects poor infrastructure and a lack of support for both corporate clients and their members. It undermines the very purpose of having an appointed intermediary and makes no practical or operational sense.
1 reply
Review Distribution
5 Star
3 (17.647058823529413%)
4 Star
0 (0%)
3 Star
0 (0%)
2 Star
0 (0%)
1 Star
14 (82.3529411764706%)