The Bad

Doing the right thing!

We were made aware of a customer complaint raised on Lesedi FM, relating to the rejection of a claim for death benefits.

We have investigated the complaint thoroughly and, with all the facts presented, have decided to pay the claim. Whilst the deceased was not included as a dependent on the policy, our assessment suggests that our customer may not have fully understood the details of those covered.

As a company, we believe that businesses should do better, and that means admitting when we’ve made a mistake and doing the right thing to fix it. It’s part of our deep commitment to our customers, who are our family, to giving each of them real value and the high level of service they deserve.

We have accepted an invitation from Lesedi FM to review additional feedback from our customers that they’ve received.

Likewise, we have invited Lesedi FM to visit our offices in Durban, to come and see and experience for themselves how we work and engage with our customers.

As a business that believes in being transparent, we give our customers the Naked Truth - the good, the bad and the freaking awesome. If there are any other mistakes we’ve made, we will own and correct these too.

We are sorry for our customer’s loss and send our sincere condolences to him and his family.

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