Urgent assistance required

My Name is Thandiwe Jasoni and currently staying in Vredendal with telephone nr ***. During the period of 2020 i took out a funeral policy with Capitec where i insured myself as well as my Mother.

During the period of 2021 i then added my extended families to be insured and continued paying a premium of R1498 a month.

There were times where i would miss a payment by one or 2 months but never 3 months.

I continued paying the policy without fail, until the period of 2023 where i missed a couple of premiums and the policy lapsed.

This was during May 2023 where my policy lapsed. I 1st received a message stating that i need to pay by the 15 May or else policy will lapse.

I then received another one stating that my policy has lapsed. I went to Capitec bank and was informed that i can have my policy reinstated without any window period if i continue and reinstate within the same month of May.

When they tried reinstating my policy, they advisef that premiums will not be the same, instead they will increase.

I have asked what was the reason of that, seeing that im reinstating within 3 days after it has lapsed, they then called the Head Office and were advised that my policy infact lapsed in February 2023.

I enquired that could not be the case seeing that i paid my premiums for March and April, and had missed 2 from 2022.

Those 2 missed premiums from 2022 added one missed premium in 2023 and caused the policy to lapse, it couldnt have lapsed in February.

Even so, had it lapsed in February, why did thry continue accepting my premiums and i also did not receive any correspondence stating that my policy lapsed, other than the one i received in May.

I myself called the Head Office and lodged my complaint however it was not resolved, they only sent me a mesage stating that my policy lapsed in February.

I am now coming to you as my last resort to have this matter resolved. I could not lodge the complaint earlier, as i was heavenly pregnant and gave birth via ceasarian and thereafter was not in a right state of mind to attend to the matter.

I feel very ****** by Capitec, simply because i have paid this policy for years and have insured my unemployed family members. Furthermore they took me for granted and did not calculate or rather reconcile my premiums to ascertain when exactly have i missed 3 premiums. I am suffering emotional stress as a result of what they have done. Am now sitting without a funeral insurance for my family who relies and depends on me.

Coming from a disadvantaged background, being the breadwinner when a family member passess on, family relies on you to carry the burden of burying that member.

How will i be able to do that now???? All i want is for the policy to be reinstated.

Now during the period of November 2023 long after i submitted my complaint to the Capitec Insurance Ombudsman, one of the insured personnel passed on. I have to make unnecessary loans to cover burial costs. One can never imagine the kind of stress and traums levelled against me by this policy...