Funeral cover Missery!!!

My sister (Nosizwe Tafeni) had a funeral cover with Capitec that lapsed. My other sister (Sonwabile Tafeni)and I both took a funeral cover individualy to cover the life of our sister whose Capitec Funeral cover had lapsed (Nosizwe Tafeni).

My sister (Nosizwe Tafeni)whose own policy lapsed, passed away on 12 July 2025 which was on saturday. We had to wait for Monday the 14th to arrange the BI and death certificates from the mortuary and Home affairs. Late on the evenning of the 14th my sister (Sonwabile Tafeni) and I submitted death claim on our respective policies. Where each on of us are policy holders of different policies each.

I also submitted my claim via email. On the 15th of July my sister (Sonwabile Tafeni) received a call from a Capitec Consultant who asked to speak to our dad Butise Tafeni, asserting that he made the claim. My sister corrected Capitec Consultant amd told her she actually submited the claim as the policy holder. The consultant disputed this and insisted that Butise our dad is the one who submitted the claim and that Sonwabile is not the policy holder. The line cut/got dropped before this was resolved. An sms followed telling my sister her claim was declined with no reason cited. The sms said an email has been sent detailing why. My sister never got the email. She rushed to the branch and was told nothing can be done with out the email. My sister Sonwabile was told to wait for the email. She has not received the email promised and no call from Capitec

Upon hearing this I followed up on my own claim. I was told no claim was lodged for me. Capitec did not recognise my claim even though I was given a claim case number on watsup ***2. The consultant on the phone told me my claim was regarded as a duplicate. She sent a email follow up on my behalfe. Today I still have no feedback from Capitec. We need to bury mu late sister Nosizwe Tafeni this sunday amd Capitec has been reckless and avoidant in delealing with our claims. As a result I had to increase my capitec credit card limit to cover the funeral preparation costs because Capitec funeral claims assessors are playing dead amd silent. No empathy! I trusted Capitec because I have banked with them for years. Today my family cant grieve in peace because we need to go around taking out loans to cover funeral costs though we had active funeral covers with capite . I am distressed and dissapointed!!!!!!! I will not let this go!!!!!