KJ
Kevin J
Active since Jan 2014
2
Reviews
0
Industries
Reviews
2 reviews1 month ago
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.
53 replies
16 months ago
Unfair and Protracted Claims Processes
My grandfather passed away in 2019. He left three policies, one for each of his children (my Mother, and two uncles). My Mother passed away before my grandfather (2017). I am the sole benefactor of my late Mother's estate. I have provided Liberty with all the documentation to prove this (letter of executorship, death certificates of my Mother and Grandfather, etc.) however Liberty refuses to pay my Mother's share to her estate, and therefore to me, and will only pay her share only to my Uncles. I was hereafter informed by the call centre to get affidavits from my Uncles indicating that they are willing to have my Mother's share paid to me - I did this, furnished Liberty with same, and was again told that Liberty will only pay to my Uncles. This makes no sense, however, I am at a point where the family would like this matter finalised as it is a painful reminder of my Grandfather's passing. To do this, my Uncles (who are not tech savvy, and need assistance with claims of this nature) have asked that I act as their proxy, and find out what documents they must fill in, and what proof of identity and proof of bank accounts is needed, so that the monies can be paid to them, and then they will pay to me. I emailed Liberty in this regard on 27 November, with a reply on 28 November, asking for the Letter of Executorship. I have provided Liberty with all the same documents noted above again on 29 November. Since then, no reply, despite my now following up three times since then. Beyond the fact that Liberty will not make what is a rational, and reasonable payment to my Mother's estate (and where all needed proof, as requested by the Call Centre was provided - and I understand your policies say otherwise, but truly, this is not what my Grandfather would have wanted at all), now there is no reply to what is a further reasonable request for information and forms to be filled out. I will be cancelling my own Liberty policy after this experience. I will not put my family through such unfair and protracted process. We as a family need this to be resolved now, failing which I will approach the industry Ombudsman.
112 replies
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