Rejection of a policy

Thank you for reaching out to us. We sincerely appreciate you taking the time to share your concerns, and we are truly sorry for the distress and inconvenience you have experienced. We understand how important funeral cover is, especially during difficult times, and we acknowledge how upsetting it must be to have your claim rejected and policies cancelled without receiving clear communication from us. This is not the level of service you should expect, especially as a loyal client of over 15 years. We also recognise the impact this situation has had on you as a pensioner who pays premiums from a disability grant. Your trust in us matters, and we regret that you feel let down by our service. To assist you further, we would like to urgently investigate the following: Why your claim was rejected. Why your policies were cancelled without your request or proper explanation. Why you were not contacted regarding your claim outcome and policy status. Please provide us with the following details so we can escalate your case immediately: Your full name and ID number Contact number Policy number(s) Any documentation or messages you received regarding the claim or cancellations You may send these details to our Client Care team at: 📧 *** or contact us directly at 📞 ***Once we receive your information, we will reopen your case and ensure a senior consultant reviews the matter. If an error was made on our side, we will take the necessary corrective action. We respect your right to approach the National Financial Ombud (NFO), and we will fully cooperate with any independent investigation. However, we would appreciate the opportunity to resolve the matter directly and restore your confidence in our service. Thank you again for bringing this to our attention. We are committed to resolving this issue as quickly and fairly as possible.