INEFFICIENT AVBOB

My sister-in-law, Shannen Gail Visagie, ID ***, opened a funeral policy on 24 October 2023 in Somerset West, Agency No 212, and paid 2 months' premium of R209.50. She was issued with a receipt and a form SNO 01 STA_1E 54920 that clearly states her personal details and the Policy No ***4. The Sales Person was Lana Ferguson (number 57146). She tried in vain to make payments to keep her and her 2 young sons covered.

She sent an email to *** on 8 April 2024 at 13h18: I opened a funeral policy on 24 October 2023 and paid 2 months' premium of R209.50. To date, I have not been able to make further payments as my profile appears not to be registered. Please ensure that this policy is updated so that I can make further payments, ensuring that I and my two sons are covered.

She received a reply stating AVBOB Complaint number: 59885 and a promise to investigate. Nothing.

On 30 April 2024 at 08h30 I sent an email to *** and ***: I once again am contacting you about my sister-in-law's earlier complaint that still hasn't been addressed. Her email dated Monday, 8 April 2024 refers. Despite acknowledging her complaint and your apparent pending investigation, not one of your Consultants have contacted her to obtain any further information.

Over the past few days I've contacted via Messenger Lloyd, Kwena and Dudley. I've provided each one of them with the information they requested, viz payment method (cash), confirmation of ID No (***) and Shannen's email address (***). Each one confirms that "The ID number provided, we cannot trace any policy linked to the ID".

It seems that Avbob either is so inefficient that they cannot find this policy or they're unwilling to cooperate.

Is it time to approach the Ombudsman for Long Term Insurance or the Financial Services Board as advised in form SNO 01 STA_1E 54920? Or is that a waste of time?