African Bank Funeral Claim

I submitted a claim through email on the 11th of March 2024. Shortly after I submitted those documents, I received a call asking me to resend the DH14A document due to the stamp of the funeral home not being visible. On the 13th of March, I sent a follow up email with the requested documents. On the 19th of March, I received another email requesting the claim form and certified ID of the main member, both of which were sent in the initial email on the 11th of March. I called the call center and opted for the option of having someone calling me back but nobody did.

On the 20th of March, I tried calling again. This time I got through to an agent who asked me to resubmit all my documents to her email, which I did.

Shortly after my email, she confirmed that she received the documents and that the claim has been submitted.

The same evening, I received two sms's saying that the claim has been submitted and the policy has changed.

Since no funds were received, I did a follow up with her on the 26th of March, she emailed back saying that the claim number was incorrect. However, despite the claim number missing a number, I had still received those sms's telling me that my policy was changed.

The same day, I resent everything to the funeral claims email.

On April 1st, a reduced amount was taken out from my account for the funeral policy, for the one that remained which means that my claim had gone through since they were no longer deducting the full amount but still, no money has been put into my account. On my app, the policy has been changed as well so where are the funds?

I tried to call again today and I was put on hold for an hour.

Eventually, I got through to the complaints department and I asked for the Ombudsman's number.

Going through the reviews on Hello Peter, I see that I am not the only customer who has not been paid by the bank for a funeral policy.

It's been almost 3 weeks since the initial claim.