NobleOak Life Limited คำวิจารณ์

At NobleOak, we are committed to assessing claims fairly. Our claims acceptance results are independently reported and publicly available through ASIC's Life insurance claims comparison tool - Moneysmart.gov.au (https://moneysmart.gov.au/how-life-insurance-works/life-insurance-claims-comparison-tool) As this matter is currently being considered by the Australian Financial Complaints Authority (AFCA), it would not be appropriate for us to discuss the specific details in a public forum. NobleOak is actively participating in the AFCA process and remains committed to working towards a resolution.

Hi, Thank you for sharing your concerns. We’re sorry for the confusion and understand how the lack of a clear follow-up would have been frustrating. We have reviewed the contact history for your wife's application and wanted to clarify what occurred. Our review identified that multiple quote records had been created, which resulted in an initial sales call that was not required. We apologise for the confusion this caused. Once the duplicate records were identified, they were closed and no further sales calls were made. The later calls were from our Sales Care Team in relation to your wife's application. When our team called and spoke with you, we identified that the contact number on the application belonged to yourself rather than your wife. We therefore obtained your wife's correct number so we could contact her directly and collect the additional information required by our Underwriting team. After speaking with your wife, the application was reviewed and approved within two hours, with confirmation sent via SMS shortly afterwards. Unfortunately, it appears that the SMS may not have been received, which understandably left you with the impression that there had been no further follow-up. We sent an email earlier today to the address provided, confirming the outcome of the application. We would be happy to answer any questions you or your wife may have. We also appreciate your feedback, as it has highlighted opportunities to improve how we manage duplicate records and communicate when and how customers will receive updates about their application. We hope this provides some reassurance and resolves your concerns. Please reach out if you have any further questions or require any additional assistance. Kind regards, Stephen Operations Manager NobleOak

Hi, Thank you for confirming. I can confirm that tlanger@bigpond.com is the email address we have on file. We have resent the policy confirmation to this email address again today. Please let me know if you receive it, or if you continue to experience any issues with delivery. If the email is still not received, could you please provide an alternative email address we can send the documents to? We'd be happy to resend them to ensure you receive all of the policy information. I'm pleased to hear Maria received the SMS confirming that her cover has been approved. Please let us know if you or Maria have any questions. We're happy to help. Kind regards, Stephen Operations Manager NobleOak

Thank you for taking the time to provide your feedback. We're sorry to hear about your experience and understand your frustration. This is not the level of service or experience we aim to deliver to our customers. We have investigated the matter and feedback has been provided to the team to help ensure the correct discounts are consistently applied for eligible customers going forward, and to make sure we are always offering the opportunity to hear about our other products. To resolve the issue, a member of our Client Services team will be in contact with you shortly to rectify the discount issue. They will also be happy to talk you through our other insurance products, including Income Protection, to ensure you have access to the cover options that best meet your needs. Thank you for bringing this to our attention. We appreciate your feedback as it helps us continue to improve the experience we provide to our customers. Kind regards, Stephen NobleOak - Operations Manager