*********** call centre staff

I took out an Avbob policy around 9 July 2025 for myself and my brother. A Debicheck authorisation was sent and accepted on the same day. On 10 July, I added my wife and children to the policy, which required a new Debicheck authorisation, again, accepted immediately.

Despite these timely actions, the policy did not debit on 20 July as expected, even though the start date was clearly recorded as 1 August. The first successful debit only occurred on 20 August.

Then, on 28 August, I received an SMS stating that my policy now has a new start date—impacting the waiting period. This is both confusing and unacceptable.

I contacted Avbob on Friday 29 August at approximately 16:30 and spoke to a consultant named Tshepang. The interaction was deeply disappointing. Tshepang was dismissive, inconsistent in his explanations, and appeared either poorly trained or unfami**** with basic policy procedures. His responses shifted from blaming delayed Debicheck acceptance (which is factually incorrect), to the addition of dependants (which was done the following day and authorised immediately), and finally to a supposed “cooling-off period” that contradicts the original start date and policy terms.

This level of confusion and lack of clarity from a representative is unacceptable—especially when dealing with something as serious as funeral cover.

I respectfully request that Avbob senior management take the time to listen to the recording of this call. The content and tone were not only unhelpful but undermined my confidence in the organisation’s professionalism and internal training standards.

I expect a formal explanation and correction of the start date, along with assurance that my waiting period will reflect the original policy terms. I also urge Avbob to ensure that staff are equipped to handle queries with accuracy, respect, and accountability.