Disappointing service

Good morning,

I am Mpho Kokome ID NO ******

We lodged a funeral claim with your office last week Tuesday and, to date, we have not received any feedback regarding the status of the claim.

We contacted your office this morning and were extremely disappointed to be informed that no one has been assigned to attend to our claim despite the documents having been received last week Tuesday.

This is completely unacceptable and has caused our family significant frustration and unnecessary stress. The funeral took place on Saturday, and we were forced to make arrangements and cover the funeral expenses ourselves while waiting for a response from your company. Where were we expected to get the money to bury our loved one?

We have been paying our premiums and therefore expect your company to provide the service for which we have been paying. It is unacceptable for a claim to remain unattended for an entire week without any communication to the family.

We urgently require an explanation as to why the claim has not been allocated .

Please treat this matter as urgent and provide us with a written response without further delay. We reserve our right to escalate the matter should this issue not be resolved promptly.

Your current handling of this claim is extremely disappointing and has added unnecessary distress to an already difficult situation.

Kind regards, Mpho Kokome ID N0 641224