Acenda Life Insurance

Honestly thought they were just a scammer – Several weeks ago I tried applying for insurance through my super fund but their website was having issues. All the website would tell me is an error occurred so I feel horrible for their IT department. What are they supposed to do with with "an error"? How can they diagnose anything from that vague of a message? So I contacted my super, they asked for some details about my device and browser (again good luck diagnosing the issue without an error code), and I heard nothing back.

One evening I receive a call from an unknown number in Brisbane. Never called the number before, can't find it online, so I assume it's just spam. They leave a voice mail but I have dozens of those and there's no easy way to navigate through them, a lot of them are just scammers, so like most people I know I don't use voice mail. I make it a point in everyone I talk to that I wish to be emailed first before any calls so when I get an unsolicited call I can be even more sure it's likely just spam/a scammer.

I soon get an email from "MLC Life Insurance" who I have never heard of. They want me to schedule an interview, in the middle of the week during work hours, and with an estimated interview time of "60 minutes".

I never requested a phone application, I wasn't aware it was going to happen my super never told me about it, and I certainly didn't want unsolicited phone calls.

It took three minutes, and that's being generous, to just go with a different super. I found one with lower fees and higher returns and during that three minute set up I got insurance sorted. Another couple minutes at most to transfer my super and done.

Why would I spend an hour of my day giving extremely sensitive information to a stranger who made an unsolicited phone call, from a company I have never heard of? What was the plan? Call me, try to convince me you're definitely a legitimate insurance company my super fund uses, and then try to get all of my personal details?

The way them and my now previous super fund acted I genuinely thought they were just scammers.

Now I just know they're not good at customer service. Asking a customer to spend that much time so the customer can give you money is bizarre.

Waiting 6 mths for MLC life to approve income protection – Been waiting on these people for 6 mths re a income protection claim . Everything MLC have requested they have been provided with . I have now extinguished all of my annual leave and long service leave . I am currently unable to work due on going issues with my left leg . Very poor customer service . These people always put out there hand for $ but very rarely want to pay out when required

Almost impossible to cancel the policy – I am having the hardest time trying to cancel my life insurance policy. Here we are in Mach, I have been struggling to get the policy terminated since December, that's 3 months! Not there yet! In order to cancel the policy they insist you provide a notarised identification by a JP, or other person certified to confirm ID. One must print out your passport or driver's license whereupon said person must stamp and sign the hard copy. My problems... 1. I don't have a colour printer! 2. They claimed to post out the forms and passport hard copy twice. Clearly, it never arrived, blaming Australia Post! 3. They established ID by phone, so why are they needing further confirmation? 4. I changed my address by phone, so it stands to reason they can accept termination of a policy by the same rationale! 5. When calling the phone call centre one goes through the usual ID verification process, ok. The difficulty is that the whole story must be explained AGAIN... But what if you can't find a way to get across the line? I asked to be put through to the senior manager. This led to 4 hours of my time trying to get my policy cancelled... No joy still! Iknow you must think, just go to Office Works and print the thing! 6. Problem is that there are many forms to fill out, way too many! You don't get them ALL at once! 7. They don't call you back if phone reception drops out! 8. They don't let you know you have not completed the process, to their satisfaction! 9. It's like they really make it close to impossible to get them to help you properly, or at all! 10. Why don't they use a digital signature service, like the banks? If it's good enough to get a housing loan this way... Why not a simple cancellation? The answer is, clearly, they are doing all this stuff on purpose! Simple! Grrrr!