Scores reflect the Overall AI Score for each category
Based on recent customer reviews, Centriq Insurance draws consistent criticism as the underwriter behind Capitec funeral cover, Sanlam Gap Cover and AA Warranties policies. Claimants describe declined or repudiated claims, waiting period disputes, payouts delayed well beyond quoted service level agreements, and funerals arriving before money does. Others report premiums debited from bank accounts or Persal salaries for policies they never authorised, plus difficulty cancelling. Communication is a recurring pain point, with unanswered emails, full inboxes and repeated escalations. One reviewer praised a next day funeral payout.
Replied to 97% of negative reviews
Reply time on negative reviews: 19h 39m
TrustIndex
2.2
Ranking
#40
in Short Term Insurance
Reply Time
19h 39m
NPS Score
-47
Recommended: Unlikely
Replied to 97% of negative reviews
Reply time on negative reviews: 19h 39m
Nov '25 - Oct '26
Frequently Asked Questions About Centriq Insurance
What do customers say about Centriq Insurance?
Based on recent customer reviews, Centriq Insurance draws consistent criticism as the underwriter behind Capitec funeral cover, Sanlam Gap Cover and AA Warranties policies. Claimants describe declined or repudiated claims, waiting period disputes, payouts delayed well beyond quoted service level agreements, and funerals arriving before money does. Others report premiums debited from bank accounts or Persal salaries for policies they never authorised, plus difficulty cancelling. Communication is a recurring pain point, with unanswered emails, full inboxes and repeated escalations. One reviewer praised a next day funeral payout.
Is Centriq Insurance trustworthy?
Centriq Insurance has a TrustIndex of 2.2 out of 10 on Hellopeter, based on 35 reviews in the last 12 months. They reply to 97% of negative reviews, typically within 19 hours 39 min. Hellopeter has tracked Centriq Insurance across 336 total reviews. How is the TrustIndex calculated? →
Recent reviews (35)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Aug 2016
Worst Possible funeral cover one can ever have.
I opened an policy with Capitec on the Banking app and everything went smoothly, added people i want to cover including my mother in law of which they allow you add. But now when i lodged a claim on Monday, i was called on Tuesday explained the relationship i have with my mother in law and showed evidence that i had previously covered her over the years with another company, but the assessment came back and rejected my claim. I dont understand why you would accept underwriting a person of which which you will reject the claim. Highly disappointed and cancelling my policy.
1 reviews | Active since Aug 2016
Worst Possible funeral cover one can ever have.
I opened an policy with Capitec on the Banking app and everything went smoothly, added people i want to cover including my mother in law of which they allow you add. But now when i lodged a claim on Monday, i was called on Tuesday explained the relationship i have with my mother in law and showed evidence that i had previously covered her over the years with another company, but the assessment came back and rejected my claim. I dont understand why you would accept underwriting a person of which which you will reject the claim. Highly disappointed and cancelling my policy.
1 reviews | Active since Sept 2026
Centriq took 9 months of funeral premiums through Capitec, never checked the policy, then refused the claim when he died.
Centriq Life is the insurer behind the Capitec funeral plan. My policy was opened at the Capitec Postmasburg branch with the family member sitting next to me. I told the consultant exactly who he was to me. The consultant chose the relationship on the system and I signed where she showed me. Centriq accepted the policy and took the premium for 9 months without one question. He passed away. Centriq then checked the relationship for the first time, said the word on the form was wrong, and repudiated the claim in a letter dated 2 June 2026. They offered my premiums back and nothing else. 9 months of premiums, R0 paid. If Centriq covers your funeral policy through a bank, check every relationship on it today. Centriq only reads the form when someone dies. The Ombud has ruled before that an insurer must carry the mistake its own salesperson made on the form. My complaint is lodged with the National Financial Ombud and my formal dispute is with Capitec's complaints department. Centriq, claim CF...3668. I want a written answer by email from a named person in your claims team by Friday 11 September with a decision to pay the benefit. Please do not phone me. I will update this post with your answer on that date, whatever it is.
1 reviews | Active since Sept 2026
Centriq took 9 months of funeral premiums through Capitec, never checked the policy, then refused the claim when he died.
Centriq Life is the insurer behind the Capitec funeral plan. My policy was opened at the Capitec Postmasburg branch with the family member sitting next to me. I told the consultant exactly who he was to me. The consultant chose the relationship on the system and I signed where she showed me. Centriq accepted the policy and took the premium for 9 months without one question. He passed away. Centriq then checked the relationship for the first time, said the word on the form was wrong, and repudiated the claim in a letter dated 2 June 2026. They offered my premiums back and nothing else. 9 months of premiums, R0 paid. If Centriq covers your funeral policy through a bank, check every relationship on it today. Centriq only reads the form when someone dies. The Ombud has ruled before that an insurer must carry the mistake its own salesperson made on the form. My complaint is lodged with the National Financial Ombud and my formal dispute is with Capitec's complaints department. Centriq, claim CF...3668. I want a written answer by email from a named person in your claims team by Friday 11 September with a decision to pay the benefit. Please do not phone me. I will update this post with your answer on that date, whatever it is.
1 reviews | Active since Jan 2016
Claim
find this outcome out of this world I have started my claim in 2024 of the late L mabuto, I have paid each month at some point to this cover I have changed banking details so that this policy doesn't lapse, Before changed this date 21 Jan, I went to the branch I have informed the branch consultant that the relationship is fine and I continue I am told I will get one month of fees and my claim is rejected Capitec I need everything thay I have paid to you ,the funeral is in 24hours what should I do ? Bongiwe makhathini ***
1 reviews | Active since Jan 2016
Claim
find this outcome out of this world I have started my claim in 2024 of the late L mabuto, I have paid each month at some point to this cover I have changed banking details so that this policy doesn't lapse, Before changed this date 21 Jan, I went to the branch I have informed the branch consultant that the relationship is fine and I continue I am told I will get one month of fees and my claim is rejected Capitec I need everything thay I have paid to you ,the funeral is in 24hours what should I do ? Bongiwe makhathini ***
1 reviews | Active since Oct 2010
Disgusting service from Gap Cover
After submitting all my claim documents for my claim and calling everyday to follow-up to check on any outstanding documents. I was quoted a SLA of 7-10 working days. When I called I was informed there is no outstanding documents. All agents that I spoke to promised me that my documents were in order. Now on the last working day when my claim had to be paid im being told theres missing i formation. I refuse to accept this. Sanlam Gap Cover is ripping us off with high premiums and when its time to claim and pay the come with lots of excuses not to pay. I have submitted all that I can; it was already a missing to get all the relevant in order to claim and now they giving you the run around. I want my money. Please pay me !!! Sanlam Gap Cover & Fedhealth are partners why cant they accept the Gap letter issued by Fedhealth. I have called Fedhealth numerious times for the statement with the rejection reason and they cant issue me with a manual statement so they gave a letter instead ; they told me to wait for automatic statements which will only be available is August hence giving me a letter that states the information. Gap cover you are shameless; we have this insurance when somethinh happens we have to use our money and when we claim back you give us hassles. Do you know how difficult it was to come out of a hospital in pain with no money because you had to use your money to pay co-payments and when you sumbit the claim for the co-payment you paid yourself; and do you know how difficult it was to get all the supporting documents: statements from the hospitals; statements from the doctors and medical aids ???? JUST PAY ME BACK ALREADY
1 reviews | Active since Oct 2010
Disgusting service from Gap Cover
After submitting all my claim documents for my claim and calling everyday to follow-up to check on any outstanding documents. I was quoted a SLA of 7-10 working days. When I called I was informed there is no outstanding documents. All agents that I spoke to promised me that my documents were in order. Now on the last working day when my claim had to be paid im being told theres missing i formation. I refuse to accept this. Sanlam Gap Cover is ripping us off with high premiums and when its time to claim and pay the come with lots of excuses not to pay. I have submitted all that I can; it was already a missing to get all the relevant in order to claim and now they giving you the run around. I want my money. Please pay me !!! Sanlam Gap Cover & Fedhealth are partners why cant they accept the Gap letter issued by Fedhealth. I have called Fedhealth numerious times for the statement with the rejection reason and they cant issue me with a manual statement so they gave a letter instead ; they told me to wait for automatic statements which will only be available is August hence giving me a letter that states the information. Gap cover you are shameless; we have this insurance when somethinh happens we have to use our money and when we claim back you give us hassles. Do you know how difficult it was to come out of a hospital in pain with no money because you had to use your money to pay co-payments and when you sumbit the claim for the co-payment you paid yourself; and do you know how difficult it was to get all the supporting documents: statements from the hospitals; statements from the doctors and medical aids ???? JUST PAY ME BACK ALREADY
1 reviews | Active since Apr 2014
Poor claim process
Claim SLA too long, I submitted my claim documents on the 16th of July and I received an automated response email on the 17th. I only received the claim reference number yesterday (29/07)after I made a follow up. Today marks the 10th working day as per your SLA time-frame. I please need the money to be paid today not tomorrow or next week. YOUR TIME-Frame is ridiculous!!!
1 reviews | Active since Apr 2014
Poor claim process
Claim SLA too long, I submitted my claim documents on the 16th of July and I received an automated response email on the 17th. I only received the claim reference number yesterday (29/07)after I made a follow up. Today marks the 10th working day as per your SLA time-frame. I please need the money to be paid today not tomorrow or next week. YOUR TIME-Frame is ridiculous!!!
1 reviews | Active since Dec 2022
COMPLAINT AGAINST CAPITEC / CENTRIQ – PREMIUM ALLOCATION FAILURE
THIS ISSUE HAS BEEN DRAGGING FOR THREE DAYS WITHOUT ANY RESOLUTION, EVEN THOUGH PROOF WAS PROVIDED THAT THE PREMIUM WAS DEBITED. YOUR CONSULTANTS — LINDI GANTSHO, SIZIWE KOMANISI AND LEANE ARENDSE — KEEP INSISTING THAT THE PREMIUM WAS RECEIVED WHEN THE STATEMENT CLEARLY SHOWS OTHERWISE. THIS IS FOOLISH AND UNACCEPTABLE. THE PREMIUM MUST BE ALLOCATED BY CLOSE OF BUSINESS TODAY. NO MORE EXCUSES, NO MORE DELAYS. CAPITEC AND CENTRIQ’S FAILURE TO ACT, AND THE USELESS COMMUNICATION FROM YOUR TEAM, IS A DISGRACE. I DEMAND URGENT INTERVENTION FROM CENTRIQ TO ENSURE THAT THE PREMIUM IS ALLOCATED IMMEDIATELY.
1 reviews | Active since Dec 2022
COMPLAINT AGAINST CAPITEC / CENTRIQ – PREMIUM ALLOCATION FAILURE
THIS ISSUE HAS BEEN DRAGGING FOR THREE DAYS WITHOUT ANY RESOLUTION, EVEN THOUGH PROOF WAS PROVIDED THAT THE PREMIUM WAS DEBITED. YOUR CONSULTANTS — LINDI GANTSHO, SIZIWE KOMANISI AND LEANE ARENDSE — KEEP INSISTING THAT THE PREMIUM WAS RECEIVED WHEN THE STATEMENT CLEARLY SHOWS OTHERWISE. THIS IS FOOLISH AND UNACCEPTABLE. THE PREMIUM MUST BE ALLOCATED BY CLOSE OF BUSINESS TODAY. NO MORE EXCUSES, NO MORE DELAYS. CAPITEC AND CENTRIQ’S FAILURE TO ACT, AND THE USELESS COMMUNICATION FROM YOUR TEAM, IS A DISGRACE. I DEMAND URGENT INTERVENTION FROM CENTRIQ TO ENSURE THAT THE PREMIUM IS ALLOCATED IMMEDIATELY.
1 reviews | Active since Jul 2009
CENTRIQ ADMINSTRATORS OF GAP COVER FAIL FURTHER TO DELIVER THE MOST BASIC SERVICE
Further to my prior HELLO PETER report, I can confirm that nothing has changed. If you are reading this, do NOY even consider signing an agreement with this company. The have also *****ed the reputation of SANLAM, who put their name behind the GAP COVER policy, in my view. Their administrative capability is completely unreliable at the best of times, and *******ed at the worst. The saga with moving a debit order from one bank account to another continues, a MONTH on from when the request was made. In short: 1. The former debit order continued to be placed on the former bank by due date under the old debit order. 2. Then, 6 days later a FURTHER DEBIT order was raised on the FORMER bank account by this company - in complete defiance of the first and the arranged bank change. It is also recorded that up to now, premiums have been paid in arrears nopt in advance. I am cautioning readers of this to beware of dealing with this company. One may ask, how good is their claims record - not great I notice. Now they are striking back with with malintent or pure inefficiency. This is their letter received today: "Attention: *** Policy Number: *** We noticed that your premium payment for your Sanlam Gap policy was not received for this month. Please note that we have suspended your policy, you have a 30-day grace period to make this payment to avoid a double debit against your account on your next debit order. To reinstate your cover, please make the outstanding payment as soon as possible. Amount Due: *** The attached PDF lists the banking details you can use to make payment for your outstanding premiums. Use your policy as your reference number and send proof of payment. Note that no claims will be processed for periods where there has been non-payment of premium." I am now busy with various escalations of complaints made until this company starts performing as per contract. These will include the licencing company, SANLAM
1 reviews | Active since Jul 2009
CENTRIQ ADMINSTRATORS OF GAP COVER FAIL FURTHER TO DELIVER THE MOST BASIC SERVICE
Further to my prior HELLO PETER report, I can confirm that nothing has changed. If you are reading this, do NOY even consider signing an agreement with this company. The have also *****ed the reputation of SANLAM, who put their name behind the GAP COVER policy, in my view. Their administrative capability is completely unreliable at the best of times, and *******ed at the worst. The saga with moving a debit order from one bank account to another continues, a MONTH on from when the request was made. In short: 1. The former debit order continued to be placed on the former bank by due date under the old debit order. 2. Then, 6 days later a FURTHER DEBIT order was raised on the FORMER bank account by this company - in complete defiance of the first and the arranged bank change. It is also recorded that up to now, premiums have been paid in arrears nopt in advance. I am cautioning readers of this to beware of dealing with this company. One may ask, how good is their claims record - not great I notice. Now they are striking back with with malintent or pure inefficiency. This is their letter received today: "Attention: *** Policy Number: *** We noticed that your premium payment for your Sanlam Gap policy was not received for this month. Please note that we have suspended your policy, you have a 30-day grace period to make this payment to avoid a double debit against your account on your next debit order. To reinstate your cover, please make the outstanding payment as soon as possible. Amount Due: *** The attached PDF lists the banking details you can use to make payment for your outstanding premiums. Use your policy as your reference number and send proof of payment. Note that no claims will be processed for periods where there has been non-payment of premium." I am now busy with various escalations of complaints made until this company starts performing as per contract. These will include the licencing company, SANLAM