My father passed away on Sat, 19 April

here is a detailed review:
I have been a loyal client of Capitec Bank for several years and took out a funeral cover policy specifically to ensure I would be financially prepared in the unfortunate event of a family bereavement. Sadly, I lost my father — who was my listed dependent — on Saturday, 19 April 2025. As the only breadwinner in my household, I immediately went to Home Affairs on Tuesday, 22 April (as Monday was a public holiday) to obtain the death certificate, and by 1:00 PM I had submitted all the required documents at the Capitec branch to initiate the claim.

At the time, I was assured that the standard turnaround time for processing is 48 hours, and claims are often paid out sooner, especially if the client banks with Capitec, as I do. I re**** entirely on that policy payout to fund the funeral arrangements for my father, as I had no other financial means.

However, on Wednesday, I was informed that the stamp on the DHA-1663 (Notice of Death) form was not clear. Despite being 30 km away from the hospital, I immediately travelled to St Anne’s Hospital to have the document re-stamped, and I resubmitted the corrected document within two hours that same day. When I followed up on Wednesday afternoon, I was told the document had been received and the claim was accepted.

On Thursday, I visited the Edendale Branch in Pietermaritzburg in the hope that being there in person might expedite the process. Although the branch staff were extremely helpful, I was informed that the matter was still "under assessment" and that only the head office could finalise the claim. The Edendale branch went above and beyond to escalate my claim, involving their regional manager and providing me with updates — even calling me to check if the payment had come through. I wish to commend their professionalism, compassion, and dedication to client service, and would like to give the Edendale Capitec branch a very positive review for their efforts.

Regrettably, despite all my efforts and the branch's involvement, the claim was only paid out on Friday afternoon, 25 April almost 4 days after submission. Due to this delay, I had to borrow money from friends and loan institutions to ensure my father could be buried with dignity. This has now placed me under unnecessary financial strain, including the burden of interest charges that could have been avoided had the payout occurred within the promised timeframe.

This experience has left me both emotionally and financially strained. I trusted Capitec to support me in a time of loss and was deeply let down by the head office handling of my claim.