Capitec declined claim without proper review and investigation

As a loyal capitec bank client that has been using the bank for almost 8years decided to switch from one funeral insurance company to Capitec bank insurance. I called Their client service call Centre and was informed that if I have already competed the 6months waiting period from the previous company the waiting period on their side will be waived and cover will start immediately on the “Date of signature”, provided that I send them the cancellation letter from the previous company indicating that the policy was active and only cables after the capitec one was already active. This happened at their Midrand branch and I was provided with a reference number from the consultant who assisted me after speaking to their policy administration department call Centre.Unfortunately my little sister passed and I walked into Welkom Goldfield mall capitec confidently with the required documents for submission. The consultant assist me and claim submitted. A day after I missed a call from the 021 number and I returned the call numerous times to no avail. I then Went back to the branch only to be informed that my claim has been cancelled due to notice period. And that the death certificate and policy contract was not attached. Yesterday I received a call from their policy department and spoke to Louise who informed me that the claim has been declined due to notice period and I constantly informed her of my previous encounter and what was explained to me at the call Centre and the branch and she insisted that she can’t help me, which she then called an “acting supervisor” Shihaam who didn’t even want to provide me with a complaint department number the head office physical address because she doesn’t know if she is allowed to do that, she did not listen to anything that I had to say and kept on with the notice period story. My point here is the call Centre and the branch misinformed me with regards to the notice period and the requirements there off. Why was the claim captured in the first place.

I’m going to ensure that I get to the bottom of this with every cent that i have. People be careful Capitec just wants to collect and not pay out. I have a very good mind of moving all my policies from capitec to a different company.