BPI-Philam Life Assurance Corp

10th Floor BPI-Philam Life Bldg.

6811, Ayala Avenue, Makati City

____________________
Head of Operations and Customer Experience 14 September 2017

Dear Ms. Asinas,

This is to file a formal complaint against Ms. +++++++life agent/officer stationed

at BPI District Dasmarinas who mishandled my request for the change of the mode of payment for
my Philam life plan with Plan policy___________ I have an existing auto-debit arrangement with
BPI- District Dasmarinas branch wherein they deduct from my account the payment for my
Philamlife policy in quarterly instalments.

Twenty (20) days before the due date of my premium payment, I went to the branch
officer who handles my account to request that my mode of payment be changed to a one time
payment arrangement instead of the usual quarterly payments. But the Account officer Mr. Bryan
advised me to return one week prior to my due date for him to facilitate my request, so I hid his
advise and returned on the said date to reiterate my request, after which he asked me to sign on his
laptop and assured me that everything will be arranged as agreed upon.

However come August 23, 2017, after my supposed due date for the payment of
my Insurance policy, I notice that the payment for my Insurance policy have not been deducted
from my account so I went to the BPI Philam life agent ( Bryan) to inquire on the status of my
policy, but to my surprise, Bryan and Cathy informed me that my Philam Life plan is subject for
reinstatement because according to the system, I do not have sufficient balance in my account at
the time that the payment was due. I immediately asked him/her to verify and correct their mistake
since I have two hundred thousand pesos ( P 200,000 ) balance in my account before my payment
was due, which is more than sufficient to cover the payment for my policy. Again they assured
me that they will make necessary corrections and give me a call to update me. But after two weeks,
I have not receive any calls nor did the bank debited the payment for my insurance policy which
worried me so I went back to on August 30,2017, and even wrote a letter of request to debit my
account because I want to settle everything since I am the type of person who settles my bills on
time. Still few days thereafter , no actions have been taken.

Leaving me without any choice other than to return to them on September 12, 2017,
waste my time and again request to settle this matter for the very essence of availing a life insur-
ance policy is to gain security, but knowing that the insurance plan that I am relying upon might
be reinstated anytime due to a mistake other than mine made me anxious,and thinking that what
if something happened to me during those days of inaction by those Philam life officer (Bryan and
Cathy), then taking an insurance plan will be for nothing

The following day after my 3rd visit to my Philam life agent/ officer (Bryan /
Cathy) stationed at BPI district Dasmarinas (at this point, I am still trying to pay via auto debit), I
receive a call from Mr. Bryan, asking me to pay the premium over the counter immediately or
else I will have problems with my policy even told me that I have been given a grace period ( as
if I am the one in delay) and when I tried to remind him that Ive been trying to pay on time and
they are the one who committed the mistake of not deducting my payments. He went as far as
telling me not to dwell on the past and that he is just trying to help me otherwise Bahala
na ako His statement is something that I cannot let go for it seems that there is neither an ounce
of repentance nor was he owning up to their mistake.

The foregoing circumstances lead to this letter in hope that you can correct this
incident and further, I hope that you can train your employees to respect the time of their policy
plan holders and own up to their mistake if they made any and be more efficient so that this incident
will not happen again.

I am hoping for your kind assistance on this matter. Thank you.

Very truly yours,