Failing to bury my baby

On the 02 November 2025, I had a stillborn baby and my life was shattered. As frustrated as I was, I needed to gather myself and prepare for the burial as it's part of our culture. My insurer asked for a cancelation letter of my policy that I had from capitec prior to opening the new one. I called Capitec Bank In-App and they said they would provide the document.

On the 03/11 I received a policy schedule with no date when the policy lapsed or was canceled. I called in again and to my surprise, I had to call in 7 times, with different consultants having to explain the same devastating story over and over and the line being cut once placed on hold.

I then called client care direct and the consultant escalated an email to their insurance department, till today, I am unable to bury my stillborn because the Capitec Bank insurance department has not responded to my query as yet.