COMPLAINT

Iam so unpleased with the service received from capitec bank. I have a funeral policy with the bank. I went to the branch to put on a claim .before going to the branch I check all the required documents to register a claim. When I got there I was told that they cannot assist me as my copies were not certified yet on the required documents it was not specified that they need original or certified copies in order to register a claim. That was was in the morning before 12:00.

I then made an alternative to get the certified documents which they were emailed to the the department that deals with the funeral claims.

While I was assisted I was then asked for an additional documentation that was not mentioned on the required documents from their WhatsApp

I was told that I need to go complete a capitec form at the police station as the death certificate is written "under investigation" which was not mentioned on the requested documents ,why such a big bank like capitec doesn't do what other financial services do for instance with other financial institutions when there bank needs a police report they send a police authorisation form to the insured to complete the form then attach the ID copy which will then allow the bank to collect the report from the police station on behalf of the insured.

Now around 14:30 I have to go the police station to complete the form while I still have to waiting for the taxi to be full so that I can get into the police station in time to get the form completed so that they may proceed with the claim.

Why was I not told about this while I was taking the policy now cause I have to claim I need to be told different story

How will we get the funeral preparations ready yet I'm given all the run arounds when the funds are need to be release but on a monthly basis they don't miss deducting the monthly premiums.

I need answers as soon as possible funeral parlor is waiting for confirmation need answer in 24 hours