A university student has come forward with a complaint against Prudential Life Assurance Kenya, accusing the insurance company of mishandling her cancellation request and unlawfully deducting funds despite prior communication to stop the policy.
According to the complainant, he had registered for a life insurance plan but raised a cancellation request before any deductions could be made.
However, instead of processing the cancellation immediately, the advisor reportedly informed him that the deduction would still go through first before deactivation, a response he found questionable.
Concerned about the process, the student says he physically visited Prudential’s offices where he was told that while the deduction list had already been submitted, his policy had been cancelled and the funds would not be debited.
Despite this assurance, the money was still deducted from his account the following day.
He followed up for a refund and was given a timeline that has since been missed several times.
Over the past several weeks, he claims to have received repeated promises that the money would be refunded “the next day,” a pledge that has yet to be honoured.
The student says the amount in question is not insignificant, given that it could support him for an entire month.
He is now calling for greater transparency in how insurance firms handle cancellations, especially when dealing with young, low-income clients who are left with little recourse when systems fail them.
Below is what the student shared, highlighting the challenges faced in trying to cancel the policy and recover the deducted funds.
“Hi. Cyprian. Let me bring to your attention an issue. I registered for a life insurance policy called Prudential Life Assurance, but before any deductions were made, I raised a complaint to my advisor called Beatrice. She informed me that they had to deduct my money first, then they could deactivate my account, which was very fishy. I then went to their offices and was told that they had already submitted a list for the deduction but cancelled my policy. The following day, they deducted the money even after the cancellation. I called them for a refund and was given a day to finalize it. They did not meet their end of the bargain. From then, they have been promising to refund the next day up to today. I am a comrade, and that 3K can sustain me for a whole month. I have the conversations with them showing how they have been taking me in circles. Please help me expose this unfairness of insurance companies.”
