Unhappy Funeral Cover Client

In 2008 I took out funeral cover through Capitec for my Mom, myself and my partner. The intention was that there would be funds for the funeral service.

My mom died on 7 Aug 2024 and when I send my claim in I was informed to send a toxicology report, post mortem, etc. Etc.

My Mom died on the operating table when receiving an artificial heart valve.

I queriedthis and were told that the assessors want this. This is not a life policy. Metropolitan paid out on tge funeral cover my mom had purely on the police report.

I again contacted Capitec funeral claims and got a more understanding person who said I should only send the police report. I did this. This was followed up with a request for the burial order. Since then no response to my emails.

Today I phone. Once got cut off due to my airtime running out as I had to wait so long. Second time just cut off while the peraon were trying to get feedback from her supervisor. The third were helpful, trying to get hold of the person dealing with my incident and promised a call back before close of business. It is 17.49 - no call.

I am reconsidering if my funeral policy should remain with Capitec and although I have always made no secret that I thought Capitec is an exceptional bank, this experience is leaving a very bad taste. In the mean time the full premium keeps being deducted from my account.