FOLLOW-UP COMPLAINT – UNRESOLVED FUNERAL COVER ISSUE

This is a follow-up to my previous complaint regarding my Capitec Funeral Plan, which remains unresolved.

After my complaint was escalated, I was contacted by Vusi Ntsimbi, Complaints Management Officer at Capitec Bank. During our telephone conversation, he informed me that Capitec was unable to resolve the issue on my existing policy because of a system error.

He advised me to open a new policy with the same cover and the same insured people. He specifically stated that, because the issue was caused by Capitec’s system error, the new policy would be treated as a continuation of my existing cover and there would be no waiting period.

I asked him to provide me with written confirmation of this arrangement via email. Given that this concerns funeral insurance and my family’s financial protection, I believe it is completely reasonable to require such an important assurance in writing.

I emailed Vusi Ntsimbi on 3 August 2026 requesting written confirmation of what he had communicated to me during our telephone conversation.

As of 29 August 2026, I have received absolutely no response.

This is extremely disappointing and unacceptable.

I am now expected to open and make payments towards a new policy based solely on a verbal assurance. I am not comfortable doing so without written confirmation. Should anything happen to one of the insured people, I need to know that Capitec will honour the assurance that there will be no waiting period and that the new policy will effectively carry over the cover I already had.

What makes this even more frustrating is that the original problem was caused by Capitec’s own system error. I have been paying R970 per month, yet my policy does not correctly reflect all the people who should be insured. Instead of simply correcting the error, I have now been told to take out another policy — and when I ask for written confirmation to protect myself and my family, my emails are ignored.

This demonstrates a serious lack of accountability and customer service.

Capitec needs to urgently provide written confirmation of the terms communicated to me by Vusi Ntsimbi and resolve this matter properly. Customers should not be left in a position where they are expected to rely on verbal promises regarding something as important as funeral cover.