Subject: Urgent Complaint Regarding Poor Service and Lack of Communication

Good day,

I am extremely dissatisfied with the manner in which my claims have been handled and the lack of communication from your team.

I submitted the claim documents for my first claim on 27 July 2026. I spoke to Christina, who advised that one page of the submitted documents was missing. I do not understand how a single page could be missing when all documents were submitted together. Despite providing all the required documentation, I have not received clear feedback regarding the status of my claim.

Unfortunately, I am now experiencing the same issue with a second claim following the passing of my second son. I submitted all the required documents on 30 August 2026. Christina reviewed the documents and again advised that the first page of the Notice of Death was missing. I find this very concerning, as I submitted the complete document set.

Since 2 August 2026, I have repeatedly contacted your office and requested that Itumeleng ask Christina to return my calls regarding the status of my claims. However, I have not received a callback or any meaningful feedback. In addition, every time I call, I am repeatedly asked for my policy number or ID number, even after already providing the information. This has been frustrating and has left me feeling as though I am not being listened to or treated with respect.

I have spent significant time following up on these matters, often from early morning until I become exhausted, without receiving any resolution. The lack of communication, delayed feedback, and poor customer service are unacceptable, especially given the sensitive nature of these claims.

I kindly request:

An urgent update on claims. Confirmation of exactly which documents, if any, are outstanding. A call back from a supervisor or claims manager to address my concerns. An investigation into the handling of my claims and the service I have received. I trust that this matter will be treated urgently and that I will receive a prompt response.