Funeral Parlour Service

Good Day Kindly note that I was offered a policy by one of your representative(CASA- EKHAYA-GAE) which had two option which one was cash benefits or the coffin. This is one of the reasons that made me to join in 2019, as I advised the representative that I had other covers elsewhere. The policy was effected without any problem and I continued to pay the premium as agreed upon. It is with sadness that I had lost one of my dependant and went to register a claim with them yesterday. To my surprise when I indicated that I would like the cash back option because one of my siblings covered for the coffin I was told the option was not available due to covid, which came as a surprise because none of this changes was communicated to me. Further when I asked why such information was not communicated to me as it was one of the reasons I took the policy and I was told by Mr D Mogashoa that I will not be getting a payment because the parlours do not make money due to covid which it has nothing to do with policy agreement and conditions, they said they sent bulk messages to which I did not receive and I requested that they show me proof of that communication, what was amusing was the manner in which Mr Mogashoa said that there is no funeral parlour giving cash back, when I know for a fact that during this pandemic which we have lost lots of family members and claims of cash refunds was paid successfully without such challenges. Please finish me with proof were such policy changes was communicated to and I acknowledged receipts of that, as I am intending to take legal route. I cannot pay a policy were the service and claim need to be paid I am told of a pandemic which there was no were in my conditions saying my policy will not pay out if experiencing such. The last thing I need is to be frustrated in my time of grief. Hoping to get your response soonest. Kind regards Nape Mogotsi Cell ***