CAPITEC FUNERAL CLAIM PROCESS A **** AND LIE

I am writing to formally lodge a complaint regarding the handling of my funeral claim with Capitec, which has caused me immense distress during an already devastating time following the loss of my 3‑month‑old daughter. On 3 January 2026, my daughter tragically passed away a day after undergoing surgery. A postmortem was conducted, and the official death certificate clearly states the cause of death as unnatural. I also submitted a police report as supporting documentation. Despite this, the following occurred: - On 13 January 2026 at 14h46, I received an SMS confirming that my claim was approved. - At the same time, only R1,000 was deposited into my account, instead of the full payout of R20,000. - When I immediately called the call center at 14h47, I was reassured that this was part of the normal process, and that pending payments and documentations would follow within 24 hours.(please listen to the call) - However, the next day I was informed that the R1,000 was in fact the final payout, and that my daughter’s death had been classified as “natural” despite the official documentation stating otherwise. This handling is unacceptable for several reasons: - Contradictory communication: I was first assured that the full payout was pending, only to be told later that the R1,000 was final. - Incorrect classification: The claim was processed as “natural death” despite clear evidence (death certificate and police report) indicating “unnatural death.” - Emotional distress: At a time of grieving, I was misled and left uncertain about the financial support promised under the policy. Requested Action I urgently request that Capitec Funeral Services management: - Review and correct the classification of my daughter’s death in line with the official documentation. - Reassess the claim payout and ensure that the full benefit of R20,000 is paid as per the policy terms. - Provide a written explanation of why the claim was initially misclassified and why contradictory information was given to me. - Confirm clear timelines for resolution and payment. I trust that Capitec will treat this matter with the seriousness and compassion it deserves. Should this not be resolved, I will escalate the matter to the Ombudsman for Long-term Insurance.