Declined Funeral Claim

I have lodged a funeral claim on the 13.01.2021 and submitted all relevant documents that are required by 3sixtylife (Doves). To date, my claim is not yet approved because I have submitted a hand written death certificate from Home Affairs (Stamped, with a letter head and signed) accompanied by a letter from Home Affairs that explains why the death certificate was hand written, instead of a printed version. The deceased had two ID numbers hence the hand written death certificate. Therefore, Home Affairs' (Mthatha Branch) had to complete a certain form in order Home Affairs office be able to print the death certificate. unfortunately, there are no time lines as yet.

After a series of follow up calls that I have made with 3SixtyLife, I was advised on the 18.01.2021 to write an Affidavit from SAPS and state reasons why I cant provide a printed version of a death certificate. unfortunately, that still didn't materialize to the positive outcomes.

What is interesting is that, my cousins claims with other funeral insurance companies were approved with exactly the same documentation that I have provided to 3SixtyLife, of course without an affidavit.

I went several times to Home Affairs (Mthatha) seeking for assistance following 3SixtyLife's responses. Unfortunately, I couldn't get assistance from Home Affairs as they couldn't understand why 3SixtyLife was unable to assist me and according to them, other cases similar to mine were handled the same way and they never got any complaints from other citizens. Home Affairs are of the view that 3SixtyLife is just making delaying tactics to avoid paying my claim hence these excuses.

I have been paying monthly premiums since the last three years and never missed any but today I have to beg for the payment of my claim.

Yesterday, I have received an SMS from 3SixtyLife saying: "Claim *** has been declined for the following reason - deceased verification status with Home Affairs failed".