Avbob: ****s and *******s

My husband has an Avbob funeral policy which he took out a few years ago for his late father for about R 180.00 p/m. He unfortunately has been unemployed since last year April and has fallen behind on some of his premiums. The largest amount he owed was approximately R 900, which is about 5 months which he paid when he had the money and experienced no problems from Avbob. Recently, he owed R 360, which is the cover for two months, and unfortunately my father in law passed away on the 1st of May 2023. He went to Avbob on the 2nd of May to see if he would be covered, bearing in mind that his policy was in arrears and was told that the cover was still valid, and that the outstanding premiums would be deducted from the pay-out. He later received 2 smses; one saying that the claim was being assessed and the other saying that the policy would lapse on the 28th May 2023 if no premiums were paid to Avbob. The day of the funeral came and went and we had to borrow money from friends and family to ensure that the casket and food were paid for as the policy had not paid out. Upon further inquiry after the funeral, my husband was told that Avbob would not be paying the claim as the policy had lapsed. The consultant at the branch advised escalate the matter and when we did, the consultant I liaised (Gregory Kgatle) with said reiterated that the policy had lapsed and had fallen out of its grace period. We informed him that this was firstly, not communicated with us, and secondly, contradictory to what the agent at their Witbank branch had said and confirmed. We went back and forth on email with him insisting that the claim was outside of the grace period and that was communicated with my husband and us saying it was not communicated, and they **** to us by saying that the claim would be paid and not paying it. Ultimately, we are unhappy with the way Avbob has treated our family in our time of grief, we are unhappy with its inconsistency in applying their own rules; you can skip 5 months and it’s fine, but if you skip two and happened to claim then they renege on the agreement. We are unhappy that they are trying to use technicalities to cheat us of what is due to us. We are unhappy that they **** to us.