Entitlement to all benefits.

My late father passed away on the 04 January 2024. Both my sister and brother had a funeral policy with Avbob. The church (Old Apostolic Church) also had a funeral policy with Avbob. My sister and brother approached Avbob Hartswater together to claim. My sister Ms LM Van Der Linde and my brother Mr MM Daniels, were advised that only 1 could claim for the coffin, understandably so as we could not have 3 coffins, but what about all the other additional benefits. This is where Avbob messed up.My sister claimed for the funeral on her policy, up until today she has not received any confirmation with regards to the additional benefits that come standard with the cover. Debbie has yet to send the confirmation. We disputed why my brother could not claim for the additional benefits as well, seeing as he had an active policy that he paid for every month and received inadequate feedback. The consultant advised that it is impossible to pay out all the benefits to 2 family members. Our question was, where was this stipulated in the policy schedule.Should the system not have picked up that more than 1 persons took out cover for my father. The consultant advised that the system would only decline any additional policies to be taken out, if policies to the value of R100,000.00 was taken out for one member. Debbie however stated that the system would automatically decline any additional policies should the value be R30,000.00, so who is actually correct. The feedback by the way, was not practical and is misleading. You should have picked up from the word go, when 2 or more people took out a policy for 1 member. Question, why can the other policy holder not claim all the benefits, should you not have noted this in your policy clauses. Fact of the matter is, there is nothing in your policy schedule that stipulates that all benefits are forfeited should there be more than 1 policy holder and that all the benefits will only be paid out to the policy holder that will claim for the funeral. The other policy holders that has active funeral policies, but will not claim for the funeral are not entitled to the benefits. This should be in writing and should be explained on a recorded line, therefor giving the person that takes out the policy to agree to such terms, but there are no such clause. When we ask the consultant and Debbie, as to where this was stipulated in the policy schedule, they could not respond.

All policy holders are therefor entitled to all benefits, irrespective whether they claim for the funeral arrangements. Even if you cannot provide 3 coffins, the policy holders that does not claim for the funeral arrangements, should be paid out a certain amount towards the coffin, that should be stipulated.

Please share all documentation, invoices relating to the claims that were paid out in respect of the late Mr Danny Boy Daniels. Id number :*** 08 4

I am pursuing this complaint, upon formal request from the respective policy holders.

You should be there for your clients during their time of bereavement, not act *********ly.