Clientele shows no dignity

I am very unhappy and disgust about the claim process for the funeral claim for my late mother in law. On 13 November we emailed the required documents as per the call centre agents' SMS sent after we contacted the call centre. I used the correct reference number as per the SMS and then on Monday 16 November, my wife called the centre again to follow up since she did not receive any phone call or SMS indicating that documents has been received or is in the claims process. Then on Monday afternoon, my wife received a call requesting additional information about how my mother in law died of which we cannot understand since everything is indicated on the death certificate. Then my wife received R 200 worth of airtime and was told that the claim is being assessed.

On 17 November my wife phoned again the call centre and used the same airtime that was supposed to be used for funeral arrangements to enquire and was told that the claim is still being assessed. On Wednesday my wife called again and was told that the assessor is still looking at the claim as well as forensics. Why we could not understand because the cause of death was due to natural causes. Then on Friday morning my wife called again to enquire about the status and was told again that the assessor is still busy with the claim and that it will be escalated and the agent could also not understand why it took so long since it was sent to the assessor on 17/11/2020 and promised that the assessor will phone back.

How is this possible? You claim that you are the best and that claims are processed very fast within 24 hours, but here we are waiting now for more than 72hours to receive a funeral claim to be used for the funeral arrangments planned for 21 November.

This is totally unacceptable and nobody is even communicating with my wife as to what the hold-up is on the claim payout without my wife phoning them.

I will never refer anybody to Clientele. All i want is my wife's claim to be paid. They show no dignity.

This is the reference number we received via sms and indicated on the claim: Ref Nr: S***