Complaint – Unable to Amend Banking Details During Application Process

I would like to raise a complaint regarding the application process for funeral cover for my mother.

I initiated the application via WhatsApp and have been assisted by one of your agents. I have actually appreciated being able to complete the process through WhatsApp, as it is convenient and straightforward.

During the application, I provided banking details. When the DebiCheck notification came through, I realised that I had mistakenly provided the details for the wrong bank account. I immediately informed the agent and supp**** the correct banking details.

I have now been advised that the banking details cannot be amended at this stage, and that I would either need to make payment via EFT or wait approximately 30 days before the debit details can be changed.

I find this process unnecessarily restrictive, particularly because the application is still being processed.

I fully acknowledge that the incorrect banking details were provided by me. However, I identified the error before the application process was concluded and immediately requested that it be corrected. I therefore do not understand why something as fundamental as correcting the debit account cannot be accommodated before the policy is finalised.

To be clear, I would like to proceed with the funeral cover. I am not requesting cancellation of the application. I simply need the banking details amended to the correct account so that the debit order can be processed correctly from inception.

I am also not comfortable proceeding on the basis that I must make manual EFT payments for a period and then change the details later, when the correct information is available now.

Please could this matter be escalated to someone who is able to assist with correcting the banking details before the application is finalised. I would appreciate a practical resolution that allows me to proceed with the cover without creating an unnecessary payment administration issue from the outset.

I look forward to your assistance.

Kind regards Tumi