Payment refusal of funeral claim

Good day to complains department, I am so disappointed with centriq services.

My late brother that I covered at Capitec bank, passed away on the 7th September and I've submitted the documents on the 18th September and my sister got a call within 2 hours of submission. I got an sms stating my claim is sent to auditors and they will get back to me on the 17th October.

I haven't heard from centriq, but instead they sending sms's and I'm in King Williams Town and late brother was living in Port Elizabeth. Normally the claim is being assessed within 5 working days but now it's a full month to verify the documents.

I would understand if our surnames were different but they not and we share the same surname. If the family didn't have means to get the money and help from people to be able to assist.

If I need to move the people that I covered from centriq to relevant insurance company I will do so, not to experience this bad service.

It's not nice to have cover your family and still be struggling with the claims and how can I recommend to family and friends about service delivery.

I would like to hear from you very soon please.

Kind regards Fundile Mapongwana