POOR SERVICE DELIVERED - AL***X1

I am an Avbob policyholder since May 2014. In 2015 I added extended family members(2) in my policy with a 6 months waiting period which app**** for death due to natural causes.

In 2019 I qualified for Avbob Cashback claim which was processed successfully and money was paid into my bank account then.

On the 6th January 2021, I submitted claim forms at the Paarl branch after loosing a loved one. Documents were submitted successfully and sent through to the Avbob Head Office/Claims Department.

I then followed up with a Facebook query specifying the importance of receiving the funds as early as possible because there was a need to travel to Elliotdale with a family of 6 members in order to prepare for the burial.

A consultant from the Head Office phoned me immediately and notified myself that claim forms were received and assessed and I should expect the payment of the funds in 48 hours.

I had hoped that the claim would be paid before the end of business day on Friday 8th January 2021 but unfortunately that didn't take place and I have no idea how Avbob calculate the 48 hour period therefore.

I then contacted Avbob Head Office Claims Department in order to find out why the payment was delayed when I had explained the need to travel to Eastern Cape in order to be at home on or before Monday, 11th January.

The last Xhosa speaking consultant told me that the Claims Department had closed and I should expect the payment on Monday, 11th January 2021. This is a very sad story to tell during the most difficult time to my family as we have lost a member recently.

I had always trusted Avbob because of those adverts on televisions and radios and the 48 hour waiting period for a claim still confuses myself up to this moment in time. Even after enquiring from a branch, I was told about a long process of submitting claim forms, assessing and sending same to the overwriter before payment can be processed to the Claimant.

Why Avbob doesn't advertise 72 hours instead of 48 hours then??

My family is awaiting us to arrive at home but unfortunately I am let down by Avbob's poor service, maybe it is simple because the insurer won't be conducting the funeral.

Policyholders deserve better service than this, especially during the times of grief and pain.