Disheartened Customer

Hello,

I am writing to express my deep disappointment with the recent handling of my funeral policy claim with Capitec. It is truly disheartening to see Capitec align itself with other insurance companies that appear to prioritize policy details over customer care.

I opened a funeral policy for my late father on 24 July 2024, and he passed away on 23 December 2024. While I understand the technicality behind the rejection reason, stating that the waiting period was one day short of its matured stage is quite distressing. It is especially frustrating considering that the deduction for the policy was made on 20 December 2024, which should technically cover the six-month waiting period. We cannot predict when our loved ones will pass, and it is disheartening that no reasonable accommodation was made for this exception.

I submitted the claim on 27 December, and it went through successfully without any indication or management of expectations that it would not be paid out. I even requested the benefit for the transportation of the post-mortem, which was carried out without any issues. While I appreciate the dignified transportation of my father, the overall service level has been profoundly disappointing for such a large organization.

It took Capitec 23 days to provide this outcome, despite my continuous efforts and follow-ups through the self-service platform and branches nationally. After all this, I am truly at a loss for words regarding this kind of service.

I hope that you can understand the emotional and financial strain this has caused and reconsider the decision for the sake of customer care and compassion.

Thank you for your attention to this matter.

Best regards, Ashwin Adams