Overall Funeral policy claims experience devastating

I am very disappointed that I for the very 1st time have been given the incredibly horrific customer service at this difficult moment in my family’s lives with not a single bit of communication except a brief call confirming information on the deceased and her relationship to me. I have since been to a Capitec branch where they could not help me with any feedback on the claim, no responses on my emails sent requesting any feedback from the Capitec Funerals email address supp**** on the sales brochures as well as the policy documents.

My mother-in-law passed 6/1/2025, I submitted the funeral claim 07/01/2025 and received the one and only call on the 9/01/2025 in the car on my way home from the Free State. I was told that the claims handler will be in contact with feedback on the claim. No call back has ever been made to me instead half the benefits were paid and I have been left without any communication on why this is in addition to formal correspondence with the calculation breakdown of how they get to this on a recalculated claim.

I have given the claims person plenty of time to answer me but I no longer have any patience and will be escalating this matter to the highest level. I will to be sharing my experience on every social platform that I can.

Sad that Capitec will suffer a loss of reputation as it seems to be acceptable for service to reflect a Norm that it takes weeks and weeks of dragging out the claims looking for reasons not to pay out as well as not keeping policy holders informed at all on the update of the claim. The most frustrating thing about this situation is that there is no way to speak to the claims handler directly and all queries, follow ups leave a feeling of being ghosted at the worst time possible is the monster of a culture the funeral policy provided by Centriq and Sanlam and sold to Capitec customers is turning into.

No calculation that I can make justifies an amount on this policy of R10 000 over 7 months before the claim. Recalculated premiums don’t make up this amount. IMPOSSIBLE.