Claims assessing Bad service and interrogating deceased family.

Hi, follow up as I would like to take the misrepresentation of facts to FSCA.

Policy documents are not stating that claims are processed within 14days, there must be false information given to the client when taken out policy.

My sister in-law Lerato submitted a claim 14 June 2029, understanding that Mon 17/06/2024 was a holiday. Yes follow up call was done and no problems with call centre agents, instead the lady that help us with claim process was super understanding.Good customer service.

The claim assessor or the internal investigator was insensitive ,why would police report /statementby police be completed and submitted if deceased parents or grandparents are going to be asked what happened to deceased as if they were at the scene.Interrogating deceased family is not showing any sympathy nor empathy regardless of cause of death and is not acceptable.

I myself in my work experience has never ask the deceased family in that manner, unless there's no notice of death and no report and death is registered as unnatural death.

I would like my sister in-law to be informed of claim status. I will report to FCSA the way assessment and misleading of claims turn around time at inception and at claims stage differs. . The payment of policy is for burial service not after burial.