Delayed Funeral Claim Payment and Emotional Distress

I am writing this with deep pain and disappointment following the passing of my husband on Saturday, 12 July 2025. As a grieving widow, I entrusted OneLife to fulfill their promise of a 24-hour payout for funeral claims, a commitment clearly stated in their policy.

On Monday, 14 July, we collected the death certificate, and by Tuesday, 15 July, my daughter (who is the 100% authorized beneficiary on my policy) submitted all the required documents via email, as instructed. We expected, as per the policy terms, that payment would be made within 24 hours.

A full week passed without any payment.

Despite repeated follow-ups by my daughter, she was dismissed and told that her inquiries were invalid because she was not the policyholder—even though I had formally given her full authority and rights to act on my behalf. She attempted to log a formal complaint and was again told that it would not be accepted because she was “not the main policyholder.”

We called again on Thursday, 17 July, and were informed by a consultant that payment would be made on Friday. When Friday came, we followed up once again—only to be told that the claim had not even been processed. This means that OneLife knowingly gave us false hope, leading us to believe that funds would be made available in time to bury my husband.

On Saturday, 19 July 2025, I buried my husband without receiving a single cent from the funeral cover I have faithfully paid for. I had to rely on my children, who now carry the financial burden of this funeral. We were forced into debt and immense stress while grieving.

I cannot begin to express how hurt, betrayed, and disrespected I feel by the service I received from OneLife. The damage is done. My husband has been buried—not the way I wanted, not with the dignity I had envisioned, and all because a company that promises compassion and swift support during times of death failed me when I needed them the most.

Even if someone calls now to apologise, how do I explain to my children that “we’re sorry” is meant to undo the trauma we endured? It doesn’t bring back the dignity we lost. It doesn’t erase the stress we were placed under. It doesn’t settle the debt.

I am lodging this complaint publicly to hold OneLife accountable. Their failure to act with urgency, compassion, and professionalism has left a permanent scar during what is already the most painful period of my life. I hope no other grieving family has to go through what mine went through.