Urgent: Funeral Claim Declined, Appeal Ignored, No Refund & Continued Premium Deductions

I am deeply dissatisfied with the handling of my Capitec Funeral Cover policy and the lack of urgency and accountability shown to date.

I insured my uncle under this policy. Following his passing, I submitted a funeral claim which was declined. I was then advised that I would be refunded the premiums paid. Despite this assurance, no refund has been received.

In addition, Capitec continued to deduct premiums even after the claim was submitted. When I queried this, I was informed that the deduction was not an error as the deceased was covered for that specific month. This explanation is unacceptable, particularly given that the claim was declined and a refund was promised.

On 13 January 2026, I formally submitted an appeal for the declined claim. To date, I have received no acknowledgement or feedback on this appeal.

When I followed up telephonically on 15 January 2026, I was assisted by a consultant named Ompimetsi, whose conduct was unprofessional, rude, and dismissive. She refused to provide her full name, and when I requested escalation, only gave the name Nqobi as her manager, again without a surname. This lack of transparency is extremely concerning.

I am requesting the following urgently:

A formal review and feedback on my appeal submitted on 13.01.2026

Immediate processing of the promised premium refund

A detailed explanation for the continued premium deductions

An investigation into the conduct of the consultant involved

Written confirmation of all outcomes

This matter has been ongoing for far too long and has caused unnecessary stress during an already difficult period. I expect Capitec to treat this complaint with the seriousness it deserves and to resolve it without further delay.