Capitec funeral cover a **** or what???

My cuzin Oscar Sekgobela had a funeral cover joined in February 2019 through Capitec Bank underwritten by centriq n sanlam.

He paased away as a result of motor vehicle accident last week Saturday.

According to the policy T&C accident death is covered immediately and they pay double the benefit amount.

We lodged claim through Capitec branch in Kempton Square in Kempton Park on Wednesdays, submitting all required documentation. Like many others we have been informed that n read broucher confirming that payment will be approved within 4hrs to receipt of documents. Thursday we still have not received the money I contacted the number on the T&C and spoke to consultant and Team leader within client care service department for about 1 hour.

At first I got excuse of the documents but it later changed to claim being processed by Forensic department which apparately needs further 24hrs to complete the claim, but even on that they cannot quarantee anything.

I called long term Ombudsman who suggested I call insurer directly since their complaints channel might take long time.

I contacted Melinda from Centriq Insurance who is apparently dealing compliance and complaints. I must mention that I after leaving countless messages I still get no joy and final I called again find and find her. She advised I send email to certain email before 16h00 which I did but it remains quite.

On Friday a day before supposed burial, stillno feedback, still haven't paid mutuary their costs or bought thing needed for the funeral, I called exactly 8H00 LEFT messages. She never get back to me and I called her at around 11h00 and final I got hold of her and since I was running out of airtime I asked to contact be back and by the time I do this review I'm still waiting, frustrated by appaulling poor customer service. Is thfuneral cover a **** or what??? It's seem to me the Treating Customer Fairly is not within the core of their business because we getting post barrier when supposed to claim. What's the use of having a funeral cover which does not cover your funeral while debit monthly premiums.

TEBOGO MOTHIBA ********** 925 **********