Grieving family

I am writing to formally lodge a complaint regarding the non-payment of a claim under the above-mentioned policy, held by the late Mokoria Ralph Mashile who passed away on 12 October 2025.

I am Boitumelo Mashile, daughter to the deceased, e.g. and I am acting on behalf of the deceased’s estate/beneficiaries.

We are struggling to get hold of the insurance company, they keep hanging up our calls the moment we mention claim.

Given that all policy obligations were fulfilled by deceased,we believe this delay (or refusal) constitutes an unfair handling of the claim. We respectfully request that this matter be urgently reviewed and resolved in accordance with the policy terms and the standards set by the Financial Advisory and Intermediary Services (FAIS) Act and the Policyholder Protection Rules.

Please provide a written response within 24 hours , confirming the status of the claim and outlining the steps being taken to address this matter.

Should this issue remain unresolved, we will have no choice but to refer it to the Ombudsman for [Long-Term/Short-Term] Insurance for further investigation.

Thank you for your attention to this matter. I look forward to your prompt response.