Unpaid Claim

Good day,

My name is Nthabiseng with policy number GAPRE00814 i lost my mother on the 8th of June 2020 and on the 09th (the following day) i’ve submitted a claim (deceased documents) to B3 office in Pretoria. it’s 2 months now and no payment was effected as indicated it takes 48 hours. I spoke to 3 different officials and one of them told me that my claim was approved they’re just waiting for the underwriter to process it, on the 21st of June i send a follow up email to their complaint department..

They rep**** and told me that my claim was rejected because the deceased passed away within a waiting period....I requested a contract and after going through it , it was stated that “commencement of insurance: insurance cover in terms of the policy commences on the inception date, this inception date is determined by the date the a first premium is received: should premium be received between the 1st and the 15th of that month, the inception date will be the 1st of that particular month and should the premium be received between the 16th and the last day of that particular month, the inception date will be the 1st of the following month”

I was surprised to notice that they say my inception date started on the 14th of December ending on the 14th of June whereas their terms and conditions state that if you paid your first premium before the 15th then your inception date is on the 1st day of that particular month, so to my understanding my waiting period is from 1st December 2019 to 1st June 2020 and my mother passed away on the 08th of June 2020 which is after the waiting period i called them and spoke to a lady named Nomonde and she told me that they have changed their terms and conditions this month of June and the inception date commences on the day you pay your first premium....i told her that i did not receive any communication from B3 regarding those amendments and i don’t understand how does that affect me cos i joined them last year not this month.