Bad service

Dear AVBOB Complaints Department,

I am writing to lodge a formal and urgent complaint regarding the unacceptable handling of my grandmother’s funeral claim, which was submitted to AVBOB on 25 August 2026.

Today is 3 September 2026, and despite the passage of time, I have still not received the claim payment or any proper communication from AVBOB regarding the status of my claim.

This is completely unacceptable.

My grandmother’s funeral has already taken place, and I was relying on this claim to assist with the financial burden associated with the funeral. Because AVBOB has failed to process the claim within a reasonable time and has failed to communicate with me, I was forced to borrow money to help pay for the funeral expenses.

I am deeply disappointed by the way this matter has been handled. Losing a loved one is already an extremely difficult and emotional experience. Having to deal with unnecessary financial pressure and uncer*****y because of a funeral claim that should have been handled efficiently has made an already painful situation even worse.

What is particularly concerning is the complete lack of communication. If there is a problem with my claim, I expect AVBOB to tell me. If additional documents are required, I expect to be informed. If the claim has been approved, I expect to be told when payment will be made. Simply leaving a grieving family member without answers is unacceptable customer service.

I therefore demand that this matter be urgently escalated to a senior manager/complaints manager and that I receive a written response addressing the following:

* The exact current status of my claim. * The reason my claim has not yet been paid. * Whether my claim has been approved or is still being assessed. * Whether AVBOB requires any additional documentation from me. * The specific date on which I can expect payment. * An explanation for the lack of communication since the claim was submitted on 25 August 2026.

I also request that AVBOB take into consideration the financial hardship and inconvenience I have suffered as a direct result of this delay, including having to borrow money to assist with the funeral expenses.

I do not believe that a customer should have to repeatedly chase an insurer for basic information regarding a funeral claim, particularly during a period of bereavement.

I expect this complaint to be treated as urgent and for someone with the authority to resolve the matter to contact me without further delay.

If this matter cannot be resolved promptly, I will consider escalating the complaint through the appropriate external complaints and regulatory channels.

I expect a clear and substantive response, rather than a generic acknowledgement of my complaint.

I look forward to your urgent response and immediate resolution of this matter.

Kind regards, Nhlanhla Moepi