Liberty Group South Africa
Verified Business
Liberty Group South Africa
Verified Business
365 Reviews (last 12 months)
Responds in 15 hours 36 min
AI Review Summary
Based on recent customer reviews, Liberty Group South Africa is experiencing severe and systemic service failures across virtually every customer touchpoint. Customers consistently describe months-long delays in claims and fund payouts, a near-total communication breakdown with unanswered emails and broken callback promises, and deep frustration with premium handling and transparency. While a small number of reviews praise individual agents, the overwhelming sentiment reflects a business in crisis.
Top Strengths:
- •Agent Quality & Customer Care: A handful of customers name specific agents like Muxe Mhlongo, Silesta Govender, Marlize Jooste, and Cameron Fraser for outstanding professionalism. When customers connect with the right person, service can be described as empathetic and efficient.
Service Quality Ratings
MetricScoreIndustry AvgBest in Class
Performance(last 12 months):
3Trustindex Rating
#8Ranked In Funeral Insurance
15 hours 36 minutesAverage Time To Reply
-63 NPSRecommended: Unlikely
Replied to 92% of negative reviews
Typically takes less than 16 hours 1 min to reply
TrustIndex
3
Score
Ranking
#8
in Funeral Insurance
Avg Reply
15 hours 36 minutes
NPS Score
-63
Recommended: Unlikely
Replied to 92% of negative reviews
Typically takes less than 16 hours 1 min to reply
Review Distribution
1.3|365 Reviews
May '25 - Apr '26
5(4.2%)
4(0%)
3(0.6%)
2(2.1%)
1(93.1%)
5(4.2%)
4(0%)
3(0.6%)
2(2.1%)
1(93.1%)
Recent reviews (365)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your ExperiencePopular mentions
CB
Colleen B
1 reviews | Active since Jan 2020
18 Mar 2026, 08:47
SHOCKING SERVICE FROM YOUR CALL CENTRE PLUS YOUR MY LIBERTY APP DOES NOT WORK
Huge complaints against Liberty Call center, particularly Lebo and Kayleigh and who claim to have sent me important information by email which I am simply not receiving. Over and over again i phone the call center and have to spend ages verifying myself each time. My email is working perfectly with emails coming in all the time. I am checking Spam folders NOTHING THERE. JUST DISGUSTING. When one has to make a quick investment decision and has to wait forever to get a response which never comes
Helpful (0)
|Replies (0)CB
Colleen B
1 reviews | Active since Jan 2020
18 Mar 2026, 08:47
SHOCKING SERVICE FROM YOUR CALL CENTRE PLUS YOUR MY LIBERTY APP DOES NOT WORK
Huge complaints against Liberty Call center, particularly Lebo and Kayleigh and who claim to have sent me important information by email which I am simply not receiving. Over and over again i phone the call center and have to spend ages verifying myself each time. My email is working perfectly with emails coming in all the time. I am checking Spam folders NOTHING THERE. JUST DISGUSTING. When one has to make a quick investment decision and has to wait forever to get a response which never comes
0
Replies (0)DS
Dephine S
1 reviews | Active since Jan 2020
17 Mar 2026, 20:26
Grieved I'll treated widow
It was a call on 14 April 2022 from Sifiso Shabalala @icts who alerted me of the Liberty. We were provided required information and later transfered to Mcltre, Candice ref M035848C Walter K Siraha. Robynne Kriek had provided them with a complete investigation which had proved there was inheritance on the fund end of May 2022. Lorraine was the contact person who had initially asked for my banking details but after a week she suddenly went for a leave and I was sent pillar to post no help no sorry we had made a mistake or sorry for false alarm or ce let's discuss way forward. Instead she was suddenly on everlasting leave. At that particular time a lot was happening to my life I left the case but I have all evidence of how I was unfairly treated. Money was not more important than our lives depressed and kids going through coumcellimg andany other things. These are establishements I expected to show remorse love care for some of their clients. It did not end there when I was now claiming my benefit from my own work place I had to make serious noise and I'm not even sure if I was given what I really deserved as my provident fund coz I only recieved the money that I contributed and which the company contributed for 7 years which doesn't make absence to me for it is supposed to make a profit for me not to give me money less than I contributed. So for foreigners please be advised to really check the terms and conditions for they do not treat other foreigners well.
Helpful (0)
|Replies (0)DS
Dephine S
1 reviews | Active since Jan 2020
17 Mar 2026, 20:26
Grieved I'll treated widow
It was a call on 14 April 2022 from Sifiso Shabalala @icts who alerted me of the Liberty. We were provided required information and later transfered to Mcltre, Candice ref M035848C Walter K Siraha. Robynne Kriek had provided them with a complete investigation which had proved there was inheritance on the fund end of May 2022. Lorraine was the contact person who had initially asked for my banking details but after a week she suddenly went for a leave and I was sent pillar to post no help no sorry we had made a mistake or sorry for false alarm or ce let's discuss way forward. Instead she was suddenly on everlasting leave. At that particular time a lot was happening to my life I left the case but I have all evidence of how I was unfairly treated. Money was not more important than our lives depressed and kids going through coumcellimg andany other things. These are establishements I expected to show remorse love care for some of their clients. It did not end there when I was now claiming my benefit from my own work place I had to make serious noise and I'm not even sure if I was given what I really deserved as my provident fund coz I only recieved the money that I contributed and which the company contributed for 7 years which doesn't make absence to me for it is supposed to make a profit for me not to give me money less than I contributed. So for foreigners please be advised to really check the terms and conditions for they do not treat other foreigners well.
0
Replies (0)MC
Mariena C
1 reviews | Active since Jan 2020
17 Mar 2026, 09:02
FOR BAD TO EXCELLENT SERVICE
I have logged a complaint because of bad service I have experienced from Liber4ty. This morning I phoned them again and was fortunate enough to land with Nikita Govender at the Call Centre. She was excellent and my problem was solved ,is a few minutes. You should really train all you Call Centre Staff to be more like Nikita.
Helpful (0)
|Replies (0)MC
Mariena C
1 reviews | Active since Jan 2020
17 Mar 2026, 09:02
FOR BAD TO EXCELLENT SERVICE
I have logged a complaint because of bad service I have experienced from Liber4ty. This morning I phoned them again and was fortunate enough to land with Nikita Govender at the Call Centre. She was excellent and my problem was solved ,is a few minutes. You should really train all you Call Centre Staff to be more like Nikita.
0
Replies (0)KJ
Kevin J
1 reviews | Active since Jan 2020
16 Mar 2026, 19:39
Poor Customer Service - Liberty
This is the second time that I have had to use HelloPeter to complain of the complete failure of Liberty to address a claim, and questions raised by myself and my family (all of whom are inheritors of policies left to us). We were contacted by a Liberty representative through the Executor of my late Grandfather's estate, requesting that the beneficiaries claim from their respective policies (note, we are now seven years into this process). Both myself and another family member sent emails to this individual in January 2026, with no response forthcoming - the other individual provided all requested documents to complete their claim, I asked several questions. An email was again sent by myself in February 2026, again no response. I followed Liberty's internal complaints process. 5 working days later, a representative said they would look into it. This same representative was in fact cc'ed in on my second email in February 2026, but also opted not to reply (I know of this person as I have complained of poor service/non existent service from Liberty in the past). This individual then proceeded to simply state that the email from the Liberty representative to the executor of the estate indicated that documents were outstanding, and that these must be sent - I am sure you can imagine our frustration reading this, when in fact we have rep**** to this email/individual, more than once, with no response. How does an internal dispute resolution process focus only on that uploaded/placed on the system by a representative? Surely you can think that in doing so, this would ignore any further correspondence received (as frankly, the person would have either ignored this, or it would not look good for them to upload such communications to the system). It goes without saying that despite sending this individual an email with attachments of the emails sent in this matter to date, that no response was forthcoming. Should Liberty opt to provide some sort of response to this, I will ask that I speak telephonically, or face to face with a senior representative of the company, such, that this process can be finalised. I will upon contact from Liberty also reveal the names of the individuals mentioned in the complaint above, and where I refuse to deal further with the person who to date has been charged with resolving the complaint. Should Liberty opt not to respond to this complaint, I will accept that I have attempted to exhaust all avenues of dispute resolution and will move to seek relief from the National Financial Ombud Scheme South Africa (NFO). For anyone reading this, I would strongly urge that you do not open policies with Liberty - should you pass away, and have left monies to your loved ones, they will be hard pressed to get their claim recognised or processed by this company. I have a retirement annuity with Liberty and will be cancelling and redistributing these funds as soon as possible.
Helpful (0)
|Replies (0)KJ
Kevin J
1 reviews | Active since Jan 2020
16 Mar 2026, 19:39
Poor Customer Service - Liberty
This is the second time that I have had to use HelloPeter to complain of the complete failure of Liberty to address a claim, and questions raised by myself and my family (all of whom are inheritors of policies left to us). We were contacted by a Liberty representative through the Executor of my late Grandfather's estate, requesting that the beneficiaries claim from their respective policies (note, we are now seven years into this process). Both myself and another family member sent emails to this individual in January 2026, with no response forthcoming - the other individual provided all requested documents to complete their claim, I asked several questions. An email was again sent by myself in February 2026, again no response. I followed Liberty's internal complaints process. 5 working days later, a representative said they would look into it. This same representative was in fact cc'ed in on my second email in February 2026, but also opted not to reply (I know of this person as I have complained of poor service/non existent service from Liberty in the past). This individual then proceeded to simply state that the email from the Liberty representative to the executor of the estate indicated that documents were outstanding, and that these must be sent - I am sure you can imagine our frustration reading this, when in fact we have rep**** to this email/individual, more than once, with no response. How does an internal dispute resolution process focus only on that uploaded/placed on the system by a representative? Surely you can think that in doing so, this would ignore any further correspondence received (as frankly, the person would have either ignored this, or it would not look good for them to upload such communications to the system). It goes without saying that despite sending this individual an email with attachments of the emails sent in this matter to date, that no response was forthcoming. Should Liberty opt to provide some sort of response to this, I will ask that I speak telephonically, or face to face with a senior representative of the company, such, that this process can be finalised. I will upon contact from Liberty also reveal the names of the individuals mentioned in the complaint above, and where I refuse to deal further with the person who to date has been charged with resolving the complaint. Should Liberty opt not to respond to this complaint, I will accept that I have attempted to exhaust all avenues of dispute resolution and will move to seek relief from the National Financial Ombud Scheme South Africa (NFO). For anyone reading this, I would strongly urge that you do not open policies with Liberty - should you pass away, and have left monies to your loved ones, they will be hard pressed to get their claim recognised or processed by this company. I have a retirement annuity with Liberty and will be cancelling and redistributing these funds as soon as possible.
0
Replies (0)LR
Lyle R
1 reviews | Active since Jan 2020
16 Mar 2026, 16:03
Lack of communication and bad customer support
I have made two pot withdrawal 10 days, keeps saying in progress, after my colleagues made withdrawals after me and received there money and we work for the same company in 2-3 days. It makes no sense how they got there money and I didnt. and I have emailed no response, I have called they inform me to wait the full 20 days and not what the exact issue is, im very disappointed that they cant even manually process it on their end. I need the money and had to go through hell to make payments that this money was supposed to assist me with.
Helpful (0)
|Replies (0)LR
Lyle R
1 reviews | Active since Jan 2020
16 Mar 2026, 16:03
Lack of communication and bad customer support
I have made two pot withdrawal 10 days, keeps saying in progress, after my colleagues made withdrawals after me and received there money and we work for the same company in 2-3 days. It makes no sense how they got there money and I didnt. and I have emailed no response, I have called they inform me to wait the full 20 days and not what the exact issue is, im very disappointed that they cant even manually process it on their end. I need the money and had to go through hell to make payments that this money was supposed to assist me with.
0
Replies (0)MC
GB
Good-or Bad
1 reviews | Active since Jan 2020
13 Mar 2026, 05:22
BAD SERVICE
I've been sending emails since last week to have my banking details verified and to date nobody has taken the time to acknowledge any of my emails!
Helpful (0)
|Replies (0)GB
Good-or Bad
1 reviews | Active since Jan 2020
13 Mar 2026, 05:22
BAD SERVICE
I've been sending emails since last week to have my banking details verified and to date nobody has taken the time to acknowledge any of my emails!
0
Replies (0)DB
Dylan B
1 reviews | Active since Jan 2020
12 Mar 2026, 14:56
Liberty incompetence
I am writing once again to express my deepest frustration as I have reached my wits end in regards to liberty its incompetence and lack of clarity surrounding its platforms and ineffective queries regarding fund access which is not user friendly,accessing information and funds should not be this difficult. For a financial services company managing one's retirement fund this is unacceptable,customer service has proven its incompetence and ineffectiveness shifting responsibility between departments without clear resolution.i would like assistance to cancel this fund.
Helpful (0)
|Replies (0)DB
Dylan B
1 reviews | Active since Jan 2020
12 Mar 2026, 14:56
Liberty incompetence
I am writing once again to express my deepest frustration as I have reached my wits end in regards to liberty its incompetence and lack of clarity surrounding its platforms and ineffective queries regarding fund access which is not user friendly,accessing information and funds should not be this difficult. For a financial services company managing one's retirement fund this is unacceptable,customer service has proven its incompetence and ineffectiveness shifting responsibility between departments without clear resolution.i would like assistance to cancel this fund.
0
Replies (0)