Funeral claim payout is not 24hrs its 5+ working days

1 week after funeral policy claim, no money paid still.

So i have a funeral cover with Capitec thats suppose to apparently payout within 24hours. Needless to say, when one of my insured family members passed i lodged a claim.

Monday 11 August 2025, around 11am in the morning i contacted Capitec on their whatsApp line. Went through the whole process of a claim, submitted all required documents and twice on the last step the app pilled through an error that “we are unable to help you at this time”. So i thought maybe its my phone or the documents thats giving issues. I went to the branch.

I then did the whole claim process again with a consultant in the branch. Submitted all documents and got a copy of my claim document. This was on the same day 4hours later. The consultant said to me i will give you a call tomorrow just to check if you have received the funds. Then i left the branch.

Tuesday 12 August i got an sms at 11:52am saying my claim was approved so i thought i will have the money later on on that day. Now we are busy with funeral arrangements and i am expecting the policy to help. Nothing still. The following day, another consultant called me to check if the funds are in. I checked and there was nothing. She then said maybe, its because they deduct the premiums from a Nedbank account and they are paying to that account. Which was a reasonable guess even though when i did the claim in the branch i opted for the funds to be deposited into my capitec account.

Fast forward to Friday 15 August, 9am i call in to follow up. No feedback at all, the consultant i spoke to said she will escalate the claim because she sees nothing wrong on her side. As i write this review, i am still waiting for feedback from the claims department, the funeral is tomorrow.

So if you have a policy with Capitec like i do, you might have to borrow some money while you wait for Capitec to decide after approving your claim if they want to pay out or not.

Terrible experience for me.