Policy No:201866
I would like to voice my disgust with regards to a policy payout with instant life.
My mother suddenly passed away on 19 September 2013. We notified instant life on 23 sep. On 1 oct we submitted the relevant paper work. I called to follow up on my query the next day and they advised the info had been received. No feedback was given until 21 oct when additional info was requested. This info was only received by instant life on 5 nov. Kim advised everything is in order and this would go to be assessed. Again no feedback until I called on 15 nov. Still no feedback. 19nov even more info was requested when I called back again. This was sent. 25 nov called Kim and yet again no feedback or turn around time. When I asked to speak to manager I was told a manager would call me back. I was basically told there is no escalation process. It is now 27 november, I have not had a manager call me and Kim is unavailable. I find this service shocking given the sensitivity and nature of my claim. I am disappointed and frustrated with the lack of service and empathy. 2 months of up and down with no answer is truly pathetic.
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