Dissatisfied in the manner Avbob handled my situation

Dear Sir/ Madam,

Without prejudice

On the 21st February 2023 I telephoned the Avbob policy offices to report my Mothers passing and I explained to the staff personnel that I needed to report the passing and I asked for guidance on what the procedure to follow might be. I was sent a text at 09:15 am after the call to say it will be the ID copy of the deceased, Death certificate, notification of death forms (DHA1663) and letter from the undertaker that is rendering the funeral, ID copy of Claimant, latest bank statement of claimant and they should be sent to the following email addresses *** ***

I advised the Avbob contact centre personnel that, due to the family not being cordial it won’t be possible for me to obtain the said documents ID copy of the deceased, Death certificate, notification of death forms (DHA1663) and letter from the undertaker that is rendering the funeral. He said it’s fine if I had reported the incident and at a later stage if I am able to obtain the documents would investigate the claim. I accepted the decision at the time, a month after my Mothers passing I called Avbob to ask that, if they can assist with amending the beneficiaries as my Mother is passed and paying for her premium is not right and Laurentia was assisting me on the call. She mentioned that, it won’t be possible to request the policy to be amended over the telephone and she insisted that send the request via email and she shared the ***. I sent an email to the said email address, as instructed but I received no reply from Avbob nor even acknowledging my request and at the time of Avbob not attending the request correctly; I informed the bank to reverse the debit order and the reason provided was that it was not as per the agreed amount. One would expect that; such a huge company would appropriate their procedures as they asked for me to send the details for the amendment. Instead Avbob would just continue, sending me sms’s and emails to claim I have voluntarily defaulted and this was troubling as it was apparent that my email was ignored and the reason I stopped the debit orders was due to the simple issue of neglect. Nonetheless, I have since received all the documents needed to process my mothers claim and I believe even though the policy lapsed the time-lines of the incident and years of paying for the policy warrants Avbob to pay my claim as it was due to me. I have copies of the emails sent between February and March regarding this entire debacle. Also, the dates of the calls made proving that everything written correlates. PS: As a result of this issue I still haven’t signed up for a burial policy as I was with Avbob for all these years and I would still want to be with Avbob if this matter is rectified.

Miss. Yvette Tshambo