What a disappointing service with clueless agents

To whom it may concern

This is a formal complaint regarding the service we received from Avbob, we are really not happy with the way things have been handled regarding my sister's policy she had with you, which covered both of them.

In December 2017, my brother in-law passed away and when my sister submitted a claim she was informed that there was no beneficiary nominated on the cover, ok fine my sister's burial society burried him. However Avbob still continued debiting my brother in-law's contribution even when he was deceased.

We sent a complaint regarding the above matter and we received a response that an investigation will be conducted. They requested the policy holders contact details, i then sent them my sister's contacts and they promised to be in contact with her, but that never happened.

My sister became ill, which then lead to her passing on in July 2018. When she passed on the matter was still not resolved, because she was still covered with Avbob, we then went to the Avbon in Lebowakgomo to submit a claim. When they checked her portfolio, they picked up that she also didn't have anyone nominated as a beneficiary. So we were informed that there won't be any cash payout because there's no beneficiary, ok fine we understood. So instead of the cash payout, her cover amount went towards the coffin. We were then advised that my nephew needs to do an Affidavit so he can claim on his father's cover. We went to the police station did the Affidavit and went back to Abvob in Lebowakgomo, we gave them the Affidavit and supporting docs which they requested and we were told they will be in contact with my nephew, but none of that happened.

My sister's child then went to the Abvob branch in Alexandra to follow up since he was never contacted regarding the claim on his father's cover, he was asked to bring some documents to the branch. He submitted those docs, a lady by the name of Motlalepule told him there wont be any payout because when we claimed for my sister they paid everything towards her burial, but that is not true.

So before we hand this matter over to the Ombudsman, please send us proof of how much was spent on the coffin that we chose, send proof of the cover amounts for both my sister and brother in-law because its clear that we are being **** to here.