Urgent complaint regarding Lapsed ***

My name is Mulalo Mutswana, I.D. Number ***, and my policy number is CF***6.

I am writing to formally raise a complaint regarding the recent notification I received today stating that my policy has lapsed. I am extremely surprised, as I have never received any prior communication from Capitec regarding an outstanding amount or any possible arrangements to prevent my policy from lapsing.

At the beginning of this year, I visited the Capitec branch in Midrand to discuss paying my policy in advance. I was informed that this was not possible and that payments could only be deducted from my account. Furthermore, I recall receiving a phone call from Capitec around March, asking me to make arrangements to pay my policy. I would like to understand why this process was not followed and why my policy was allowed to lapse on 25 November, given that I have consistently paid my premiums on the last day of each month.

I am currently in a position to make the payment for my policy, and I request urgent clarification and assistance on the following:

Why was my policy allowed to lapse without prior notification or guidance?

Why were the agreed-upon payment procedures not followed earlier this year?

What steps can be taken to reinstate my policy immediately?

I hope for a prompt response as this matter is very urgent.

Thank you for your attention to this matter.