Capitec Funeral Claim

Dear Sir/Madam,

I am writing to formally lodge a complaint against regarding the extremely poor service I have received while trying to process a funeral policy claim following the passing of my father.

My father recently passed away, and as the eldest sibling, I have taken responsibility for assisting my younger siblings during this difficult time. I am aware that my father had a funeral policy with Capitec Bank. However, when I approached the bank for assistance, I was met with a lack of empathy, poor communication, and no willingness to help.

I understand and accept that I may not be the listed beneficiary on the policy. However, my concern is that the bank has completely refused to assist me in identifying or guiding me on how to contact the rightful beneficiary, or what steps can be taken to ensure the claim is processed. Instead of offering support or direction during a time of bereavement, I have been treated with rudeness and dismissal.

This situation is deeply distressing, as we are in urgent need of the policy payout to arrange my father’s funeral and give him a dignified burial. It is unacceptable that a financial institution entrusted with such sensitive matters would fail to provide even basic guidance or compassion.

I would like to ask:

- Is this the standard of service that Capitec Bank provides to grieving families? - Why is there no process to assist families in situations like this? - What steps will be taken to ensure that we receive the necessary support to proceed with the claim?

I am requesting urgent intervention to:

1. Assist in identifying the beneficiary or guide us on how to do so. 2. Provide clear steps on how the claim process can proceed. 3. Address the conduct of the staff involved.

I trust that this matter will be handled with the seriousness and urgency it deserves.

Yours faithfully,