Disappointing and disorganized handling of my late father’s credit life claim by ABSA

I am posting to warn others about ABSA’s handling of a credit life claim after my father’s death last year. Despite submitting comprehensive, official documents, I received a settlement letter and a denial because “Section B” was allegedly not completed correctly—a section that is less than a quarter page.

Key issues I faced:

My father passed away at home, and paramedics announced the death on site. We provided a full A4 bundle of paramedic-issued documents, plus an official government declaration of death completed by the same paramedic. ABSA still insisted that Section B was not completed correctly and then asked me to track down the paramedic to complete their document, effectively forcing me to chase down third parties for their own forms. While the process dragged on, I also corresponded with the card division and even included my claim form. In the end, I received a bank statement showing credit life deductions, which felt like a misalignment with the actual claim and documentation I had already submitted. I spoke with someone at Deceased Estates (Monic) to explain the situation again, but the process remained unresolved and deeply frustrating. Overall, the experience was opaque, bureaucratic, and disrespectful to my family during a difficult time. I hope ABSA reflects on this and improves its claim-handling process, respects official death certificates, and communicates more clearly instead of pushing customers to chase down information themselves.