Once Liberty has received your claim, along with all of the supporting documentation, the processing of the claim will commence.
Please ensure that you have provided us with your latest contact details so that we can keep in touch with you during the claim process.
In the event your claim is declined, the following Claim dispute process can be followed:
Please contact us within 90 days if you would like to discuss the decision.
We follow a rigorous process to ensure that decisions are fair in terms of Treating the Customer Fairly (TCF) and in line with the terms and conditions of your policy and industry regulatory standards. If you feel that we have not complied with the aforementioned and would like us to reconsider our decision, you have the following options:
You may provide more information
If you have received any new, updated information that would assist us with the reconsideration of your claim, please send this information to:
Fax: +27 11 408 2005
You may request a review
If you do not have any new, updated information but would like us to review your claim, please send any concerns or motivation to our Review Committee. Please send this information to:
Fax: +27 11 408 2005
What is an unclaimed benefit?
An "unclaimed" benefit, in Liberty 's context, is a benefit that has not been paid or claimed by a policyholder, former policyholder or beneficiary within 6 months from the date it became due. In certain cases, unclaimed benefits also occur when a life assured attains a specific age and Liberty has lost communication with the policyholder.
What is Liberty's Individual Arrangements Division doing about unclaimed benefits?
Liberty has embarked on a project to trace unclaimed benefit policyholders and has engaged with a third party contractor, Sharepartner (Pty) Ltd (also known as TSP) who assists Liberty to re-establish contact with policyholders/beneficiaries for Liberty to pay out unclaimed funds. The process involves tracing, verifying and presenting payment documentation to policyholders to facilitate payments. A confidentiality agreement was signed between Liberty and TSP in order to protect the policyholder's personal information. Sharepartner is a juristic representative of the authorised financial services provider Trifecta Capital Services with Licence no. 43375.
What should I do if I think I have unclaimed benefits with Liberty?
You may forward an email to
email@example.com with your full names, identity number and contact details.
What is ASISA and what is their role with regards to unclaimed benefits?
The Association for Savings and Investment SA (ASISA) has initiated a programme and Standard on Unclaimed Benefits for insurers to follow in order to ensure unclaimed benefits are reported on and a process is implemented for payment. Liberty is a participant in the programme and compliant with the ASISA Standard.
View the Asisa codes, standards and guidelines