Disappointed by AVBOB’s Service

My name is Siwaphiwe Mtekeli, and I am a policyholder with AVBOB at Phillipi Plaza. On February 26, 2024, my grandmother, who resided in the Eastern Cape, sadly passed away. When I submitted a claim for her burial, I was informed that my claim could not be processed because I had used her marriage name and twisted DOB, despite the fact that her surname was correct.

AVBOB advised me that they could not assist me unless I provided documentation from Home Affairs confirming my grandmother’s names as per her ID. However, when I visited Home Affairs before the funeral, I was informed that they could not provide such a document because their system only reflects the information already available on her ID and death certificate. They advised me that the only possible solution was to obtain an affidavit from the police station.

Due to AVBOB's refusal to assist, we were forced to borrow money to bury my grandmother, which caused immense emotional and financial distress. Even after the funeral, I returned to AVBOB with the information I had, but they maintained the same stance.

I visited Home Affairs again today, hoping to find another solution, but they confirmed once more that what AVBOB is requesting is not possible. Given that I have provided all available legal documents and followed the appropriate steps as advised by Home Affairs, I am deeply frustrated and disappointed by AVBOB’s unwillingness to assist.

I urgently request that this matter be reviewed and reconsidered. It is unfair for my family to suffer further financial and emotional hardship due to administrative discrepancies beyond our control. Please advise on how this issue can be resolved as soon as possible.

I look forward to your prompt response.

Best regards, Siwaphiwe Mtekeli