Funeral claims Capitec /

I know it's easy to complain about things instead of complimenting certain services. I wont deny that I have always received great service from Capitec, but through a time of difficulty they have greatly disappointed me.

My mom passed away on the 04/05/20. I submitted all documents needed by the 12/05/20 as home affairs was closed and could not get the death certificate any sooner. I went into the branch to do everything the 12/05/20, systems was down and everything would be sent later which I understood.

The 14th I got contacted by the consultant that assisted me and I was informed that the accessors are busy with everything(please note, my moms passing was of natural causes, all relevant documents was submitted supporting that from the hospital). I waited until the 18th and contacted client care to figure out if there is any progress. I was told that the accessors are still busy with it and if I wanted to find out more, I would need to go back to the branch. I went later the day to the branch and was assisted by different consultant. He made a call to follow up regarding the claim and was told that someone made a mistake by inserting my moms date of death incorrectly on the system which means it does not correspond to the death certificate. Also, meaning that it would take 3 working days to rectify( which they picked up 14th already).

I waited until the 21/05/20 to contact them again as I received no new info and was informed that my claim is being investigated and it will take upto 14 working days to be completed. There is no valid reason for it to be investigated in the first place as everything I provided was clear cut. Natural causes, I have the policy for over 6 months, no payments were skipped. Nothing. I'm fortunate enough to have been able to pay the undertakers and priest out of my own, but if I were not. How would I have been able to bury my mom if I could not pay them. Funeral plans are taken out so that those concerns would not have to be worried about.

There is no one as far as I know of that I can escalate this matter too, but instead perhaps provide a little insight to others who are maybe considering funeral plans in the future.