Complaint Capitec slow insarance payout

Formal complaint to Capitec funeral Cover Plan Policy

I am writing to make a formal complaint against Capitec as an institution for not assessing funeral this specific funeral claim correctly and falling to give feedback of the claim progress as stipulated on 15. And 15.1 on the policy contract whereby Capitec stated that Capitec will send me written notice within two business days how ever nothing was sent and still I went to the branch countless times to submit my claim and even called the call centre regarding the claim that was reject due to waiting period on my Capitec Funeral Cover plan. Even though the policy was reinstated and was advised by consults at the Branch that Capitec will waive the waiting period if insured live was covered on the Lapsed Capitec policy and I had 60 days to reinstate. And upon reading the policy contract I confirmed it to be true as it was stated on the policy contract on benefits terms Waiver of the waiting period states the Capitec will waive waiting period on the funeral Cover plan if the relevant life assured was covered on funeral policy however deceased was covered with Capitec and the contract states client can reinstate plan with in 2 months. Below is a Brief synopsis of the claim The late Paballo Amanda Princess Soldaat the passed away on the 05/09/2024 was initially covered on policy Number CF***3 which lapsed in 03/2024 and policy was reinstated with the same cover and premiums was received from 04,05,06,07,08 2024 and the new policy CF***4 meaning deceased was insured and had finished the waiting period on the previous policy and according to the policy contracts deceased has finished the waiting period and the funeral claim is valid. Should Capitec Fail to resolve this issue , I intend on escalation the complaint to the national Financial Ombud Scheme the FAIS as well as the Media as Capitec was happy to deduct premiums and when it come to processing funeral my claim Capitec is Dragging its feet.