False Information

My aunt took out a Funeral Policy with Capitec Bank for her son. Her son passed on and so she went to Capitec Bank for a claim and they told her it will be processed the following day (when it states clearly on the broucher that it takes 4hrs), so the following day they did not get back to her so she went the next day only to find out the claim was still not processed. Then again she was told she must go back the next which was going to be a Thursday (11 Oct. 2018 two days before the Funeral). On Thursday she went and she stayed there for hours without any resolution until she decided to go home with no hope as to where she will get the money for funeral preparations, then later that day she received a call that the policy is underwritten by "Sanlam" and Sanlam has advised that they need to do an investigation regarding the claim which will take 21 days. And that was unacceptable as they should have told her about this when she first went for a claim, that way, she should have made means to bury her son while they are busy with their ïnvestigation" so now the funeral was not as successful as she wished it would be. Also, when they called they said the policy is underwritten by Sanlam when on the broucher it says that policy is underwritten by Centriq Life/Guardrisk. So clearly there's something fishy about this policy. On Monday (15 October) they called the undertaker that we used for the burial and every family member asking questions about the death of her son and even asked unnecessary questions which I find as a waste of time, it just seemed as though they don't even believe that this is a legit claim. This is very disappointing and unacceptable because when one takes a funeral policy, they know that they'll get a peace of mind as funeral cover will be helpful for the funeral costs. On that note, I wouldn't recommend anyone to take this policy or to even use Capitec Bank.