OUTDATED CLAIM PROCESSES AND LACK OF COMPASSION

If I could I would rate them in the negatives. Disgusting service from the Umbilo and Newcastle branch. My father passed away due to covid while my mother was still in self isolation and couldn't go process the claim herself. Avbob Umbilo wanted her to come to their office to sign documents EVEN THOUGH WE TOLD THEM SHE TESTED POSITIVE FOR COVID AND WAS IN SELF ISOLATION WHILE GRIEVING HER HUSBAND WHO LOST HIS LIFE TO THE VIRUS. Complete lack of COMPASSION and INNOVATION during a WORLD-WIDE PANDEMIC. We had to take the forms home for her to sign and return them the following day, thus possibly spreading the virus as she touched the documents, don't know if Avbob is aware but we are in the 4th industrial revolution and surely there's a more convenient and digital way to process claims other than clients manually signing forms.

Also our claim delayed because Avbob does not process claims after 12pm which is absolutely ridiculous, their core business is to process claims and pay out to clients so when they stop processing at 12pm every day that means an additional day added to the waiting period. We were beyond ourselves because Covid regulations state my dad could not stay in the mortuary for more than 3 days yet Avbob was delaying processing the claim due to their outdated, impractical and redundant processes. The claim was paid a day after the funeral. We had to make other means because of all the unnecessary back and forth and poor service and processes.

My sister in Newcastle tried processing a claim on her side becauseshe also covered my dad, with the consent of my mother, yet the Newcastle branch can't do something as simple as obtaining relevant documents from their central system even though we have provided them with the claim number we used in Durban Umbilo branch. They expect my mother to go to a print shop to scan and email them the very same documents that are already uploaded in their CENTRQL SYSTEM by the Umbilo branch. Incompetence doesn't even begin to describe the experience we've had with these people. I will never recommend anyone to use Avbob. They're a huge organization tha has been around for over 20 years yet they don't know how to service grieving clients nor are their processes and waiting periods in line with stringent Covid regulations. Absolutely ridiculous to say the least.