*********** CUSTOMER SERVICE AND COMMUNICATION

I emailed Capitec on 15/02/24 (Incident# ***) to have my funeral cover which is scheduled to start 01/03/24 (Policy Number: CF***6) amended as the app does not allow one to proceed when adding extended family members. I chatted to an agent on WhatsApp last night (a 2hour chat) to request that my aunt and brother also be added and was advised the changes were being processed. Until now I have not received an updated policy schedule and the amendments do not reflect on my policy when I log into the app. This is disgusting as I all want is to ensure that the cover is in place according to my needs and not have to message Capitec every other minute to make the changes. What is the purpose of these different channels, when a customers SIMPLE request is not being attended to? What will the claims process be like when I am really going to need it?