Questionable Poor Service

I am extremely disappointed with the way my retrenchment policy activation request was handled by Black Cygnet Life.

On 19 August 2024, I formally requested that my retrenchment benefit be activated effective 1 September 2024. This request was discussed telephonically with the consultant and later confirmed via email. The consultant involved has since acknowledged negligence on their part via email stating that the benefit should have been added when we initially spoke.

However, despite this acknowledgment, the Team Leader is now refusing to honor the benefit, stating that no premiums were deducted and therefore no cover exists.

As a client, I re**** on the consultant’s confirmation that the policy amendment had been successfully activated. At no point was I informed that the process was incomplete or that premiums were not being collected. It is unreasonable to expect clients to identify internal administrative failures, especially when clear confirmation was provided.

What is most concerning is the contradiction:

Negligence has been acknowledged by the consultant Confirmation of activation was provided Yet accountability is now being avoided

In a time of crisis, after being retrenched, I sought clarity and support—only to be told “no premium, no cover,” despite doing everything expected of me as a policyholder.

Clients place trust in financial service providers, particularly when decisions are confirmed through recorded calls and written communication. If such confirmations cannot be re**** upon, it raises serious concerns about the integrity and accountability of the company.

I urge others to carefully review their policies and ensure that what is promised is actually implemented with Black Cygnet. Loyalty to a company should not result in disadvantage when it matters most.