Complaint Regarding Poor Service on Capitec Funeral Claim

Good day,

I would like to formally lodge a complaint regarding the service I have received from Capitec regarding a funeral claim I submitted this week.

My aunt passed away on Monday, and I submitted the claim on Tuesday (after hours) via their WhatsApp platform, along with all the required documents. On Wednesday, I contacted their call centre to follow up and was told there is no direct claims line and that I should send an email instead. I sent the email immediately, yet no one acknowledged or responded to it.

This morning, when I called again, I was told to resend all the documents — even though they had already been submitted through WhatsApp as instructed. If the WhatsApp line is not being monitored, it is unclear why clients are directed to use it in the first place.

At a time when funeral cover should ease the burden, the lack of communication and unnecessary back-and-forth has added stress during an already difficult period. I should be preparing to travel to KZN for the funeral on Thursday, but instead I am spending valuable time trying to get basic assistance.

I am extremely dissatisfied with the poor service, lack of support, and unresponsiveness on a claim that should be treated with urgency.

Regards,