Capitec Funeral Claim Unfairly Denied After Years of Payments

I'm extremely disappointed with how Capitec has handled a funeral insurance claim. Despite premiums being paid consistently via debit order since 2023, the claim was denied for shifting and contradictory reasons—first stating “no relationship with the deceased,” then later changing it to “incorrect relationship captured.”

The policy was taken out in-branch with the help of a Capitec agent due to language barriers. The relationship with the deceased was clearly explained at the time, using our native language. In our language, the term used describes a "grandchild" relationship, but it seems that in English this relationship is interpreted differently—and Capitec has chosen not to recognize it.

Yet now the bank is blaming my mother (the client) for the information entered, even though it was explained to the agent over two years ago. If Capitec did not approve of the relationship as explained, why did they not reject the application back then? We could have gone to another institution. Instead, Capitec accepted the application, accepted the payments, and now refuses to pay out. This feels misleading and dishonest.

We even went into debt to cover burial costs, trusting that Capitec would honor the claim. A recent check-in at the branch confirmed that everything was in order—so why was this not addressed at that time?

This experience highlights a serious lack of accountability and transparency in Capitec’s claims process. It has placed immense emotional and financial strain on a grieving family.

Capitec, this is not how loyal clients should be treated.