Policy Claim

My name is Nosipho Dobela, i was pouched by a Capitec employee she explained to me about their chew insurance rates, so I moved from the bank that I have insure my family in for year and moved to Capitec Bank. They told me o should ask for a policy schedule and a cancellation letter , so I did. On that very same day they scanned my documents and putted the on their system. 5 months down the line , my cuzin sister passes on , and then they tell me , they won’t be able to pay , their reason was , “waiting period “ I told them I was told that if I move from my other bank to their bank , I am insured immediately there will be no waiting period, they asked to go back to my other to request the documents again, luckily I still had them with me , so the documents were sent again at the pier14 branch, more than 5 times because they keep on requesting the same documents every i ho to the branch, I have not received any proper feedback ever since September, the manager from the pier14 branch also tried to escalate the matter but , the results are the same they keep on asking, for the policy schedule and the cancellation letter from my other bank, of which they have been sent numerous time, I feel defeated now , I have made debts because I needed to bury my cuzin .

My incident number for the claim is ***