Policy *****

I have 2 funeral policies with capitec, i went to Cresta mall on the 19/02/2020 to make amendments on 1 of my policicies cause when taking the policy i covered my parents in laws as parents anc had to rectify that seeing that i understand insurance better and don't want hassles when it would come to claiming. The amendment was done successfully i was informed of premium increament due to that amendment and i agree on it, i received my amended policy document as a hardcopy electronically signed by me and the consultant.

I decided to check all my investments and policy if they are still in order on the 01/04/2020 with all my insurers only to findout that my father in law has been removed completely from my amended policy with capitec and they had also took the amount insured with of R15000 and covered one of my extended family members with it who was suppose to be covered with R7000.

I called the capitec call centre on 01/04/2020 when i discovered this to verify and have it sorted i was assisted by Ncebakazi who confirmed that my father in law is not covered on the system and according to the signed documents on the system he was not covered. I told her i was provided with a hard copy policy document and nothing else and hard no idea where i had placed it. She advised me to go to the branch so they can do further investigations. I called the capitec call centre again on 02/04/2020 after managing to find the policy document that was provided to me by the consultant when amendment was done and this time i was assisted by Rishea(excuse my spelling) who i had to go through the same process explaining my situation and provided her with a reference for my previous call and unfortunately she could not resolve the query but promised to lodge an investigation and get back to me within 24 hours, i asked her if i could email the documents i have to assist with the investigation but she refused and told me they have all documents i have on the system but to my surprise the system was stipulating a different thing the previous day anyway i have since been waiting for her call nothing up to now. I also tried getting assistance through LinkedIn by commenting with a question and there was no response.

I have to say am truly dissapointed with capitec bank, all the money it took me to engage with them through their call centre as i can't make it to the branch that assisted me and all my energy with their own mistake. I am really irate right now i am imagining if it was time for me to claim how would this be affecting me. Imagine paying for something you did not sign up for. This is just bad.