I need to be treated like a stakeholder, as I pay my policy on time without failure

1life - was rated the best, and I trusted them as I want the best for my family when I die.

Experience received is not what I was expecting from them.

One of my family member passed on and no one bothered to inform me, I only found out in December 2024 when I was asking about the person.

This is a late claim and I have been paying since inception to date "why would I continue paying for someone who is no longer"

I was asked to submit an affidavit which I did and it was accompanied by ID and death certificate of the deceased.

I told them the so called family members are giving me problem in getting the notice of death, but what gave me hope is what is written in their website : https://www.1life.co.za/blog/the-documents-you-will-need-to-process-a-funeral-cover-claim

Death certificate: This has details on the death and cause of death. Your undertaker can obtain this on your behalf from the Department Home Affairs.

ID documents: You will need a copy of the ID of both the deceased and the main member, or beneficiary if they are lodging the claim. Check with your insurance company if this needs to be certified. Keep copies of these IDs in a file, and know where the original is if you need to certify copies.

Claim form: As part of the insurance claim procedure, your insurance company may have an online claim form on their website that you can complete in advance, or you can complete online while you are talking to a consultant. If there is no claims form online, your insurance company will send you any form they need completed, or complete the form with you over the phone.

Bank confirmation letter: Your insurance company will want to make 100% sure they are paying the right person the proceeds of a valid claim and will ask for a bank confirmation letter, usually not older than 3 months, for the account the claim is to be paid into. A bank confirmation letter is a statement from your bank that the account exists, and confirms the account number and account holder.

My claim was logged on 26 Dec 2024 and submitted the essential documents for claim on 27 Dec 2024 and it was acknowledged on 30 Dec 2024, but to date no proper feedback received!!!!