Urgent Complaint Regarding Assistance and Policy Claim – Avbob North End PE

I am writing to formally raise a complaint regarding the poor service and lack of assistance I have received from your North End branch in Port Elizabeth following the recent passing of my mother following the passing of my mother, who was covered under a funeral policy we hold with Avbob.

I am based in Cape Town and have made every effort to initiate the claims process on my side. However, I have been met with resistance and a complete lack of support from your team.

Despite visiting local Avbob branches in Cape Town, I was informed that they are unable to assist me. I then contacted the North End branch directly and explained the situation, only to be told that because my family members had already submitted documentation, I could not be assisted due to POPIA regulations. While I understand the importance of data protection, I am also a direct family member and a policy holder.

It is unreasonable that I am being denied access to necessary documentation that is already in your system and because of a family dispute I’m not in a position to obtain these documents.

I further requested that a manager contact me to address my concerns, but I was told that the manager would not call me as their feedback would be the same. This lack of empathy and unwillingness to escalate a sensitive matter is deeply disappointing, especially during such a difficult time.

It is also concerning that policyholders are not made aware of these limitations and procedures when taking out a policy. If Avbob is unwilling to assist me as a rightful claimant and family member, then I must request that all premiums paid toward this policy be refunded.

I am extremely disappointed by this experience and hope that my concerns will be treated with the seriousness they deserve. I would appreciate a prompt and fair resolution.