Poor Service and Delayed Claim Assistance from AVBOB

I am writing to express my disappointment and frustration regarding the poor service I have received from AVBOB following the passing of my father in February 2026.

After my father passed away, we were informed that our group scheme had outstanding premiums. However, AVBOB neither approved nor rejected the claim at the time. The situation became extremely stressful when, on the Friday before my father’s funeral, we were informed that AVBOB would not release or bring my father’s body home because of the outstanding premiums.

As a grieving family, we were placed under unnecessary pressure at the worst possible time. I had to urgently contact my employers and request financial assistance in order to pay the outstanding amount so that we could proceed with burying my father on Saturday. AVBOB advised us that once the outstanding premiums were paid, the claim would be approved.

The outstanding amount was paid on 02 April 2026. Since then, I have been following up continuously for feedback and resolution. Every time I contacted AVBOB, I was told that the account was still being reconciled. No proactive communication, updates, or progress reports were ever provided to me.

I was later asked to send proof of payment, which I did. Thereafter, AVBOB requested a bank confirmation letter for the account where the refund or payment would be made, and I submitted my bank confirmation letter accordingly. However, I was then informed that because I was not the person who initially submitted the claim, they could not transfer the funds into my account.

I explained to AVBOB that I had borrowed the money from my workplace specifically to ensure that my father could receive a dignified burial, and that the loan repayments are currently being deducted from my salary every month. Despite this explanation, I was advised that my sister, who resides in Polokwane, would need to visit their branch and sign an affidavit before anything could proceed.

Since then, there has still been no resolution. Every time I call, I am told that the claims department is still busy, while my matter has been outstanding for a very long time. The lack of communication, empathy, urgency, and professionalism shown by AVBOB during such a painful period has been extremely disappointing.

I believe no grieving family should have to go through such emotional distress and inconvenience while trying to bury a loved one.

I hope AVBOB will urgently resolve this matter and improve the way they handle clients during sensitive and difficult times.

Regards, Gertrude Molepo ***