Capitec Funeral Policy is a **** - STAY AWAY

I took a funeral policy at Capitec Bank, policy is underwritten by Centriq Life.

I made the claim on Tuesday, around 11 a.m and was told I will receive feedback in 4 - 12. After 12 hours I did not receive any feedback, and I had to call them myself. When I followed-up, I was told there was a system error while processing my claim and I should call after another 2 - 4 hours as they have escalated the matter.

I called again after 4 hours and I was told there has been no feedback, I requested that they contact Centriq Life to get the status and was told they can't call Centriq life they can only email them. They escalated the matter again and was told to call later.

I made a call at 4:45 to get feedback, and this time I was told the claim is being investigated and will take up to 5 days. I explained to them I need the money to pay for the funeral taking place on Saturday and they promised to prioritize the case.

I made another follow-up on Thursday around 9 a.m and I was promised to get feedback in 2 hours. 4 hours later, I called and was told there had encountered another system error and it was escalated to their IT department again.

I explained to the manager (His name was Brendon J-something) that I've had to take a loan, the money is still not enough and I have to go to loan sharks now. He rudely responded and said they did not send me to take that loan, and 'should he send money from his own bank account'.

He told me about the 5 days, which is also written on the claims on paper but not written on initial contract. I told them that was not written on initial contract, it was not on T&Cs and his response was 'that would not make a good sales pitch', and it would be a good idea to put it on the contract. Basically Capitec is deliberately being dishonest and hiding T&Cs until you have to claim.