KM
Karabo M
1 reviews | Active since May 2020
18 Dec 2025, 08:56
Unreasonable delays
A funeral claim has been submitted 72hrs ago but no claim number has been issued, yet the claim is allegedly “with management.” Said Slindile Tshabalala when I called the customer service!
This fails TCF principles and the duty to process funeral claims promptly and without unreasonable delay. How is this with management when no claim number has even been provided to me ???????
The funeral is this weekend. I require immediate claim registration and payout.
Helpful (0)
Replies (7)0
Replies (7)
Abacus Insurance Limited's replyOfficial
18 Dec 2025, 13:21Hello Karabo,
Thank you for sharing your experience with us. Please note that our customer support team will be in touch with you to assist you.
Best Regards
Thank you for sharing your experience with us. Please note that our customer support team will be in touch with you to assist you.
Best Regards
Abacus Customer Support
Abacus Insurance Limited's reply18 Dec 2025, 13:21
Official
Hello Karabo,
Thank you for sharing your experience with us. Please note that our customer support team will be in touch with you to assist you.
Best Regards
Thank you for sharing your experience with us. Please note that our customer support team will be in touch with you to assist you.
Best Regards
Abacus Customer Support
KM
Karabo M's updateReviewer Update
19 Dec 2025, 05:56Abacus Admitted Deliberate Delay of Funeral Claim Voice Note Evidence Exists
This is a funeral claim that Abacus is deliberately delaying.
I was sent a voice note yesterday from an Abacus complaints employee, made while she was speaking to the manager, where she states and I quote:
“She must wait or go to the Ombud because at least it gives us 20 days and we will respond on the last day.”
This was said openly and casually, followed by laughter and the words “you know moes”.
This is ********.
Ombud response timelines do not give insurers permission to intentionally delay payment of a valid funeral claim. Funeral policies exist to provide immediate financial relief, not to be used as leverage while families suffer.
I am in possession of the voice note evidence confirming this deliberate delay and bad-faith conduct.
If payment is not made immediately, this matter will be escalated as per your wishes with:
- The National Financial Ombud Scheme, and
- The Financial Sector Conduct Authority (FSCA)
as a case of intentional regulatory misconduct and abuse of the Ombud process.
Deliberately delaying funeral claims is playing with people’s livelihoods. This conduct is unacceptable.
KM
Karabo M's update19 Dec 2025, 05:56
Reviewer Update
Abacus Admitted Deliberate Delay of Funeral Claim Voice Note Evidence Exists
This is a funeral claim that Abacus is deliberately delaying.
I was sent a voice note yesterday from an Abacus complaints employee, made while she was speaking to the manager, where she states and I quote:
“She must wait or go to the Ombud because at least it gives us 20 days and we will respond on the last day.”
This was said openly and casually, followed by laughter and the words “you know moes”.
This is ********.
Ombud response timelines do not give insurers permission to intentionally delay payment of a valid funeral claim. Funeral policies exist to provide immediate financial relief, not to be used as leverage while families suffer.
I am in possession of the voice note evidence confirming this deliberate delay and bad-faith conduct.
If payment is not made immediately, this matter will be escalated as per your wishes with:
- The National Financial Ombud Scheme, and
- The Financial Sector Conduct Authority (FSCA)
as a case of intentional regulatory misconduct and abuse of the Ombud process.
Deliberately delaying funeral claims is playing with people’s livelihoods. This conduct is unacceptable.
Abacus Insurance Limited's replyOfficial
19 Dec 2025, 11:59Hello Karabo,
Abacus Insurance takes allegations of this nature extremely seriously and categorically denies any deliberate delay of valid funeral claims or any misuse of Ombud timelines.
Following a thorough review of our systems and call records, we are only able to trace a 7-second call which indicates that the call was forwarded to voicemail and no voice message was left. No recording matching the description alleged has been identified within our records.
Since you are alleging to be in possession of an audio recording purporting to reflect the statements alleged, we respectfully request that it be formally shared with Abacus via *** and not through this platform. This will allow us a fair opportunity to investigate the matter fully and, where warranted, take appropriate internal action in line with company policy and regulatory requirements.
With regard to the claim, it is currently awaiting submission of the Notice of Death, which is a compulsory requirement in accordance with the policy terms and claims assessment procedures. This outstanding requirement was communicated to you via email, and we kindly urge you to review the correspondence and provide the required document as a matter of urgency to enable the claim to be assessed and an outcome to be communicated.
Abacus Insurance remains committed to the principles of Treating Customers Fairly (TCF) and to resolving claims promptly once all required documentation has been received. We do not condone any conduct that undermines customer trust or regulatory obligations and will cooperate fully with any formal review should the matter be escalated.
Yours Sincerely,
Abacus Complaints Department
Abacus Insurance takes allegations of this nature extremely seriously and categorically denies any deliberate delay of valid funeral claims or any misuse of Ombud timelines.
Following a thorough review of our systems and call records, we are only able to trace a 7-second call which indicates that the call was forwarded to voicemail and no voice message was left. No recording matching the description alleged has been identified within our records.
Since you are alleging to be in possession of an audio recording purporting to reflect the statements alleged, we respectfully request that it be formally shared with Abacus via *** and not through this platform. This will allow us a fair opportunity to investigate the matter fully and, where warranted, take appropriate internal action in line with company policy and regulatory requirements.
With regard to the claim, it is currently awaiting submission of the Notice of Death, which is a compulsory requirement in accordance with the policy terms and claims assessment procedures. This outstanding requirement was communicated to you via email, and we kindly urge you to review the correspondence and provide the required document as a matter of urgency to enable the claim to be assessed and an outcome to be communicated.
Abacus Insurance remains committed to the principles of Treating Customers Fairly (TCF) and to resolving claims promptly once all required documentation has been received. We do not condone any conduct that undermines customer trust or regulatory obligations and will cooperate fully with any formal review should the matter be escalated.
Yours Sincerely,
Abacus Complaints Department
Abacus Insurance Limited's reply19 Dec 2025, 11:59
Official
Hello Karabo,
Abacus Insurance takes allegations of this nature extremely seriously and categorically denies any deliberate delay of valid funeral claims or any misuse of Ombud timelines.
Following a thorough review of our systems and call records, we are only able to trace a 7-second call which indicates that the call was forwarded to voicemail and no voice message was left. No recording matching the description alleged has been identified within our records.
Since you are alleging to be in possession of an audio recording purporting to reflect the statements alleged, we respectfully request that it be formally shared with Abacus via *** and not through this platform. This will allow us a fair opportunity to investigate the matter fully and, where warranted, take appropriate internal action in line with company policy and regulatory requirements.
With regard to the claim, it is currently awaiting submission of the Notice of Death, which is a compulsory requirement in accordance with the policy terms and claims assessment procedures. This outstanding requirement was communicated to you via email, and we kindly urge you to review the correspondence and provide the required document as a matter of urgency to enable the claim to be assessed and an outcome to be communicated.
Abacus Insurance remains committed to the principles of Treating Customers Fairly (TCF) and to resolving claims promptly once all required documentation has been received. We do not condone any conduct that undermines customer trust or regulatory obligations and will cooperate fully with any formal review should the matter be escalated.
Yours Sincerely,
Abacus Complaints Department
Abacus Insurance takes allegations of this nature extremely seriously and categorically denies any deliberate delay of valid funeral claims or any misuse of Ombud timelines.
Following a thorough review of our systems and call records, we are only able to trace a 7-second call which indicates that the call was forwarded to voicemail and no voice message was left. No recording matching the description alleged has been identified within our records.
Since you are alleging to be in possession of an audio recording purporting to reflect the statements alleged, we respectfully request that it be formally shared with Abacus via *** and not through this platform. This will allow us a fair opportunity to investigate the matter fully and, where warranted, take appropriate internal action in line with company policy and regulatory requirements.
With regard to the claim, it is currently awaiting submission of the Notice of Death, which is a compulsory requirement in accordance with the policy terms and claims assessment procedures. This outstanding requirement was communicated to you via email, and we kindly urge you to review the correspondence and provide the required document as a matter of urgency to enable the claim to be assessed and an outcome to be communicated.
Abacus Insurance remains committed to the principles of Treating Customers Fairly (TCF) and to resolving claims promptly once all required documentation has been received. We do not condone any conduct that undermines customer trust or regulatory obligations and will cooperate fully with any formal review should the matter be escalated.
Yours Sincerely,
Abacus Complaints Department
KM
Karabo M's updateReviewer Update
19 Dec 2025, 12:03Theres no missing notice of death! Everything was submitted correctly! Angina apologised for the oversight when I shared with her the same email I sent to claims department!! All my documents have been correct and in full from the start and this delay is deliberate!!!!
KM
Karabo M's update19 Dec 2025, 12:03
Reviewer Update
Theres no missing notice of death! Everything was submitted correctly! Angina apologised for the oversight when I shared with her the same email I sent to claims department!! All my documents have been correct and in full from the start and this delay is deliberate!!!!
KM
Karabo M's updateReviewer Update
19 Dec 2025, 12:04Akhona *
KM
Karabo M's update19 Dec 2025, 12:04
Reviewer Update
Akhona *
KM
Karabo M's updateReviewer Update
19 Dec 2025, 12:14I am sharing my experience here because my email sent yesterday received vague responses and, to date, my main concerns have not been addressed.
Today I received a call from Akhona, which I missed, and called her back and that was more than an hour ago around 9/10am where she is apologising for the statement of yesterday that I had missing documents. During our previous call, she clearly confirmed that all my documents were received in full and As the calls are recorded, this can easily be verified.
I am concerned about being disadvantaged due to inconsistent information regarding my documents. I am posting here in the hope of receiving a clear and transparent resolution and I have a right to, unless you know otherwise!
I would also like to place it on record that providing false or inconsistent information about documents not being received ,especially where all documents were in fact submitted and acknowledged just over an hour ago and now 1 minute later you’re here on hello Peter confirming something else ???? This may constitute an ******** practice, particularly if it results in the unjustified delay of a claim. Again this is a funeral not a joke!!!!
I would also like to place it on record that providing false or inconsistent information about documents not being received ,especially where all documents were in fact submitted and acknowledged just over an hour ago and now 1 minute later you’re here on hello Peter confirming something else ???? This may constitute an ******** practice, particularly if it results in the unjustified delay of a claim. Again this is a funeral not a joke!!!!
KM
Karabo M's update19 Dec 2025, 12:14
Reviewer Update
I am sharing my experience here because my email sent yesterday received vague responses and, to date, my main concerns have not been addressed.
Today I received a call from Akhona, which I missed, and called her back and that was more than an hour ago around 9/10am where she is apologising for the statement of yesterday that I had missing documents. During our previous call, she clearly confirmed that all my documents were received in full and As the calls are recorded, this can easily be verified.
I am concerned about being disadvantaged due to inconsistent information regarding my documents. I am posting here in the hope of receiving a clear and transparent resolution and I have a right to, unless you know otherwise!
I would also like to place it on record that providing false or inconsistent information about documents not being received ,especially where all documents were in fact submitted and acknowledged just over an hour ago and now 1 minute later you’re here on hello Peter confirming something else ???? This may constitute an ******** practice, particularly if it results in the unjustified delay of a claim. Again this is a funeral not a joke!!!!
I would also like to place it on record that providing false or inconsistent information about documents not being received ,especially where all documents were in fact submitted and acknowledged just over an hour ago and now 1 minute later you’re here on hello Peter confirming something else ???? This may constitute an ******** practice, particularly if it results in the unjustified delay of a claim. Again this is a funeral not a joke!!!!
Abacus Insurance Limited's replyOfficial
19 Dec 2025, 12:26Hello Karabo,
Thank you for raising your concerns. We acknowledge your frustration and would like to clarify the position.
Following further internal verification, we confirm that the required claim documentation, including the Notice of Death, has now been located on our records. We apologise for the earlier communication indicating that documentation was outstanding, which arose due to an internal verification error and has since been corrected.
At no point was there any intention to deliberately delay the assessment of this claim. We acknowledge that the inconsistent messaging regarding documentation status may have caused distress, and this is being addressed internally to prevent a recurrence.
All calls recorded in your case will be reviewed as part of our internal quality and conduct checks to ensure that communication provided to you was accurate and appropriate.
The claim is now under active assessment, and you will be provided with a clear outcome and next steps as soon as the assessment process is concluded. We remain committed to transparency, fair treatment, and resolving this matter as a priority.
Yours Sincerely,
The Complaints Department
Thank you for raising your concerns. We acknowledge your frustration and would like to clarify the position.
Following further internal verification, we confirm that the required claim documentation, including the Notice of Death, has now been located on our records. We apologise for the earlier communication indicating that documentation was outstanding, which arose due to an internal verification error and has since been corrected.
At no point was there any intention to deliberately delay the assessment of this claim. We acknowledge that the inconsistent messaging regarding documentation status may have caused distress, and this is being addressed internally to prevent a recurrence.
All calls recorded in your case will be reviewed as part of our internal quality and conduct checks to ensure that communication provided to you was accurate and appropriate.
The claim is now under active assessment, and you will be provided with a clear outcome and next steps as soon as the assessment process is concluded. We remain committed to transparency, fair treatment, and resolving this matter as a priority.
Yours Sincerely,
The Complaints Department
Abacus Insurance Limited's reply19 Dec 2025, 12:26
Official
Hello Karabo,
Thank you for raising your concerns. We acknowledge your frustration and would like to clarify the position.
Following further internal verification, we confirm that the required claim documentation, including the Notice of Death, has now been located on our records. We apologise for the earlier communication indicating that documentation was outstanding, which arose due to an internal verification error and has since been corrected.
At no point was there any intention to deliberately delay the assessment of this claim. We acknowledge that the inconsistent messaging regarding documentation status may have caused distress, and this is being addressed internally to prevent a recurrence.
All calls recorded in your case will be reviewed as part of our internal quality and conduct checks to ensure that communication provided to you was accurate and appropriate.
The claim is now under active assessment, and you will be provided with a clear outcome and next steps as soon as the assessment process is concluded. We remain committed to transparency, fair treatment, and resolving this matter as a priority.
Yours Sincerely,
The Complaints Department
Thank you for raising your concerns. We acknowledge your frustration and would like to clarify the position.
Following further internal verification, we confirm that the required claim documentation, including the Notice of Death, has now been located on our records. We apologise for the earlier communication indicating that documentation was outstanding, which arose due to an internal verification error and has since been corrected.
At no point was there any intention to deliberately delay the assessment of this claim. We acknowledge that the inconsistent messaging regarding documentation status may have caused distress, and this is being addressed internally to prevent a recurrence.
All calls recorded in your case will be reviewed as part of our internal quality and conduct checks to ensure that communication provided to you was accurate and appropriate.
The claim is now under active assessment, and you will be provided with a clear outcome and next steps as soon as the assessment process is concluded. We remain committed to transparency, fair treatment, and resolving this matter as a priority.
Yours Sincerely,
The Complaints Department