1 reviews | Active since Dec 2016
Capitec Funeral underwriters must fall (Centriq Insurance)
Good day, Last week Monday, 9th of March my father in law past away. I took out funeral cover for him at Capitec. I phoned Capitec on the 10th March 2020 to find out what documents I needed to submit for a claim. The consultant I spoke to said I only needed, my ID, My father inlaws ID and the death Certificate. I needed to submit these documents at the nearest Branch. Which I did on the 11th as I only got the death certificate on the 11th. On the 12th March 2020 a lady by the name of Phumeza Marman emailed me and said I needed to submit the following: BI - 1663 page 1 of 3 BI - 1663 page 2 of 3 BI - 1663 page 2 of 3 Police Report (fully completed) Policy contract. which I did that same afternoon. On the 13th of March 2020 a consultant contacted me at 10:15 am just to notify me that they have received all the documents. Ever since that call, no contact has been made to keep me up to date with what was happening. My father in law was buried on Saturday, we had to take out a loan to do this. An extra instalment that we have to pay every month. I have never skipped a month on my premiums and still wanted to add two more people, but with the service I received from my first claim ever, I don't think so. By the way my father in law is still on my policy, even though he has passed on already? 16 March 2020 - phoned ********** at 8:30 am the consultant just said there was an error on my claim. 16 March 2020 - phoned at 03:12 pm spoke to Emily, she told me the same thing and that the last update was on the 14th March 2020. 17 March 2020 - phoned at 09:19 am and spoke to Faith, she said that the message displaying on my claim states that the the claim was sent to accessors 03:50 pm on the 16 March 2020. 18 March 2020 - phoned at 9:42 am and spoke to Ash. He said on my claim theres a message that read "Pending feedback from insurer". I must wait and that he doesn't know how long its going to take. When I go on my Capitec app my father inlaw in still active on my policy and the status of my claim is "Claim being approved". its been like that for the 6 days?
this is really emotionally draining for my family and me. I don't think Capitec nor Centriq Insurance has any idea what they put people through. I have read a lot of negative reviews about the way you handle claims. I will be cancelling my funeral policy with Capitec as soon as this matter is resolved.
Regards Viona Hammond
Feedback will be provided within five working days. I trust that this situation will be resolved to your satisfaction.
Kind regards
Capitec Bank
Feedback will be provided within five working days. I trust that this situation will be resolved to your satisfaction.
Kind regards
Capitec Bank
on the 23rd of March 2020 a lady from Capitec contacted me with regards to my above complaint. She said that she will follow this up and get back to me.
on 31 March 2020 someone from Capitec contacted me again to find out if the issue has been resolved, still nothing. She said that she will escalate this to top management.
during the 8 days in between the two calls, no movement on my claim. I checked my app for any updates, to no avail.
on 28 March 2020 my full debit order was deducted from my bank account, which included my fathers premium (who passed away 9 March 2020).
this must be the worst customer service ever. I am very disappointed in Capitec including their underwriters.
as of today, still awaiting any movement on my claim.
on the 23rd of March 2020 a lady from Capitec contacted me with regards to my above complaint. She said that she will follow this up and get back to me.
on 31 March 2020 someone from Capitec contacted me again to find out if the issue has been resolved, still nothing. She said that she will escalate this to top management.
during the 8 days in between the two calls, no movement on my claim. I checked my app for any updates, to no avail.
on 28 March 2020 my full debit order was deducted from my bank account, which included my fathers premium (who passed away 9 March 2020).
this must be the worst customer service ever. I am very disappointed in Capitec including their underwriters.
as of today, still awaiting any movement on my claim.
Monday 6th April 2020 I left a message for the investigating officer working with the case. On 7th April 2020 at 07:08am she phoned me to inform me that she is not allowed to give out that kind of information to the insurer, she can in fact fill out a declaration form to state the course of death.
The email I received from Capitec is attached to this note. The investigating officer confirmed that it was suicide and no foul play was suspected.
I sent an email on 9th April 2020 to let Capitec know about the outcome of the post mortem and also that the inquest will take some time.
My father passed on 9th of March 2020 but on 28th March 2020 Capitec still deducted my full premium including my father's.
in the email dated 9th April 2020 I stated that I wanted a refund.
on 9 April 2020 at 16:54 pm a consultant phoned me again, to tell me the matter will be closed and that I will not be getting a refund, because my father was still in a waiting period, even though they are not going to pay me out, the waiting period still applies?
Please read through the mail I sent and attached. This is day light ******* and I am not going to just let it be.
NB: text in bold and italics is the mail I sent to them.
Good morning
Unfortunately i cannot get i copy of the post mortem report. What the investigating officer said she can help me with is a declaration form for course of death.
She confirmed telephonically that she received the post mortem report on 6 April 2020 and also that it was confirmed that my father commited suicide, no foul play was involved.
As for the inquest report, that will still take some time to finalise by the magistrate.
I will how ever further investigate this matter, as on my his death certificate it states that he died of unnatural courses. I read through i document on Stats SA, just to get a clear understanding of how the course of death is determined. Suicide does fall under unnatural death. My question how can an insurer place suicide on a different scale or at the same level as natural, how can the same rule apply for natural death and suicide which clearly falls under innatural death?
Now the insurer can finalise the claim, exactly a month after the fact.
Capitec bank must please refund me the premium they deducted end of March for my father.
Suicide is not predicted by any loved one. This is heart wrenching to go through.
But like i said, I will be consulting with various people regarding this matter.
Have a good day
Regards
can anyone please refer me to a ombudsman?
Monday 6th April 2020 I left a message for the investigating officer working with the case. On 7th April 2020 at 07:08am she phoned me to inform me that she is not allowed to give out that kind of information to the insurer, she can in fact fill out a declaration form to state the course of death.
The email I received from Capitec is attached to this note. The investigating officer confirmed that it was suicide and no foul play was suspected.
I sent an email on 9th April 2020 to let Capitec know about the outcome of the post mortem and also that the inquest will take some time.
My father passed on 9th of March 2020 but on 28th March 2020 Capitec still deducted my full premium including my father's.
in the email dated 9th April 2020 I stated that I wanted a refund.
on 9 April 2020 at 16:54 pm a consultant phoned me again, to tell me the matter will be closed and that I will not be getting a refund, because my father was still in a waiting period, even though they are not going to pay me out, the waiting period still applies?
Please read through the mail I sent and attached. This is day light ******* and I am not going to just let it be.
NB: text in bold and italics is the mail I sent to them.
Good morning
Unfortunately i cannot get i copy of the post mortem report. What the investigating officer said she can help me with is a declaration form for course of death.
She confirmed telephonically that she received the post mortem report on 6 April 2020 and also that it was confirmed that my father commited suicide, no foul play was involved.
As for the inquest report, that will still take some time to finalise by the magistrate.
I will how ever further investigate this matter, as on my his death certificate it states that he died of unnatural courses. I read through i document on Stats SA, just to get a clear understanding of how the course of death is determined. Suicide does fall under unnatural death. My question how can an insurer place suicide on a different scale or at the same level as natural, how can the same rule apply for natural death and suicide which clearly falls under innatural death?
Now the insurer can finalise the claim, exactly a month after the fact.
Capitec bank must please refund me the premium they deducted end of March for my father.
Suicide is not predicted by any loved one. This is heart wrenching to go through.
But like i said, I will be consulting with various people regarding this matter.
Have a good day
Regards
can anyone please refer me to a ombudsman?
As telephonically discussed, feedback was explained to you.
Kind regards
Capitec Bank
As telephonically discussed, feedback was explained to you.
Kind regards
Capitec Bank