Disheartening service

I am absolutely appalled by the nature in which my sisters funeral claim is being handled .Case no ***6 was submitted on the 6th February 2025 at the Jabulani Mall branch.This was after returning for the 3rd time(from the 31st of January 2025) because the consultants failed to advise on the correct documentation needed to claim for an unnatural death.After the relevant documents where submitted we received a sms requesting that we submit a post mortem report(that is only issued after 3 months).We then returned to Jabulani Mall branch to advise that forensics advise that we would only be able to produce the post mortem report after 3 months .Sipho Lephoto (branch manager)and Tsholo Marumo (Regional Manager) tried to escalate the matter but the only response we received was that they are still reviewing our claim and that we should hear from them by the 14th,which is today and no one has made means to update nor contact us .We had to personally visit the branch to ask if they had made any contact .

What is sad is that my sister stayed loyal and paid all her premiums to date,so that she could make sure she has a dignified send off.But Capitec failed to fulfill their part as an insurance provider ,what makes matters worse is that their processes are so flawed disregarding the trauma and loss that the families are going through.

I will never forget the pain they put as through as we tried to get funds to bury our sister.