Dear Law For All Team, I am writing to formally express my disappointment and dissatisfaction with the manner in which I was recently treated by your agents, particularly on your WhatsApp support platform. I have been a loyal member of Law For All for a

I am writing to formally express my disappointment and dissatisfaction with the manner in which I was recently treated by your agents, particularly on your WhatsApp support platform. I have been a loyal member of Law For All for approximately 14 years and have consistently paid my premiums over this period. Unfortunately, my salary payment date recently changed from the 25th of the month to the last day of the month, which resulted in me missing my second premium payment this week. Upon realising this, I immediately made attempts to contact your offices to reinstate my policy and to request that my debit order date be corrected to align with my new salary payment date. I was informed that someone would call me back. Instead, I later received a WhatsApp message asking how they could assist me. I explained that I wanted to reinstate my policy and amend the debit order date. To my surprise, I received the following response: “We are unable to reinstate this policy, you can rejoin if you want to.” As a long-standing member, I found this response extremely insensitive and dismissive, especially considering that I was never even given the opportunity to explain the circumstances surrounding the missed payments. I then asked whether Law For All does not reinstate policies at all, or whether there is a specific criterion used to determine whether a policy qualifies for reinstatement. The response I received was rude and unprofessional: “You missed 2 payments policy lapsed due to none payment,” after which the agent simply left the chat and left me hanging without any further assistance or explanation. I would like to know whether this is truly the level of customer service that Law For All considers acceptable, particularly towards loyal clients who have supported your business for over a decade. This entire experience has been extremely disappointing and has left me feeling undervalued as a customer. If this is how long-standing members are treated when they experience temporary financial or administrative challenges, then it raises serious concerns about your customer care standards. I trust that this matter will be taken seriously and investigated accordingly. I would appreciate a formal response regarding both the handling of my policy and the conduct of the agents involved.