Capitec delays paying out funeral benefit claim

On 21 May 2024, I submitted a funeral death claim with Capitec Bank for my now deceased brother, Thanduxolo Mkume. I was given a 5 days validation waiting period ending on 31 May 2024, on 31 May I received an sms informing me that the validation process has been extended by another 14 days and that my claim will be finalised by 13 June 2024. There was no reason provided as to why the validation days have been extended.

I am currently struggling to get my brother buried as I was the only person who insured him and I only have this one policy with Capitec. My brother passed on 14 May 2024 after he spent days in hospital after he was assaulted on 5 May 2024 suffering a brain injury and broken jaw. Since his passing we have not been able to bury him as the policy has not paid but keeps on delaying.

On 23 May 2024 I wrote an email to the Capitec Assessment Team requesting for an escalation, that email was not responded to. As of 04 June 2024 my brother is still at the burial home and I am unable to get him buried with respect and dignity. I have visited the Capitec Branches at Motherwell and KwaDwesi in Gqeberha numerous times to lodge complaints and get the matter attended to, this has not worked out well and the policy remains unpaid.

I have lodged a complaint with the National Financial Ombudsman to attend to this matter.

On top of our grieve, Capitec is adding to our pain with this delay. We want to bury our brother as soon as possible and for Capitec to pay out the claim.