Funeral Policy Claim

Regarding the funeral cover which was taken by my late Aunt, when my sister is trying to claim it as she did have other cover which was up to date a senior consultant advised that as far as the policy was behind with one or two months it would not be a problem so there was no need for a family to make it up to date before the claim can be made...she advise us that deduction would be made on a same policy and a difference would be paid to a registered beneficiary to our surprised we receiving a letter now saying that because it was in arrears payment would not be made... if a correct information or a correct advise was given at first place we would not be sitting with this problem now...I fell this AVBOB have treated my family unfairly...this policy was for S Mnguni, policy number AL***X... honestly with such treatment I would not advise anyone to take this policy or being involved with such company which only thing about profit that there are making on the loss of other and suffering of the family members.it should have provided more information to a family like what exactly was supposed to be done.