High Level Poor Service

I logged a funeral claim on the 02 December 2024, exactly a week after my sister in law tragically passed on due to the car accident.

Today marks day 10 of the claim, and I haven't heard any concrete feedback from Capitec. The last communication I received from them was a "validation" phone call last week on the 06 December. Since then I've been making endless phone calls to seek an update. Unfortunately, all the consultants I spoke to the only thing they could tell me was the case has been escalated... That drove me nuts, as there was none of them that could possibly explain what that means. They could not even provide me with the turnaround time of the so called "escalation."

I even made contact with them through emails. On the very first email I sent them, they rep**** promptly and I was happy hoping for something positive out of them. That happiness was short lived - all the follow up emails were not attend to, no reply whatsoever.

What good is having a funeral policy if one cannot use it for its intended use? My sister in law was buried on the 11 December 2024. I couldn't do **** for her. All that I had planned to do did not happen due to poor service from Capitec. I had to borrow money for travelling fare for my family and myself (Cape Town to Engcobo forth and back)

I am deeply disappointed. As I am writing this review I have no clue, not even a bit as to what is going on with my claim except that it was escalated. I do not when to expect the pay-out if they'll ever pay me out.

Having only Capitec Funeral Policy for funeral arrangements is not an option. If you do, I strongly suggest that you start looking for other alternatives or you will be *****ed up at the end. You might even have to postpone the funeral service indefinitely while waiting for the unknown.