Complaint of non acknowledgment of cancelation and handling of underwriter

COMPLAINT AGAINST DOVES FUNERALS AND ZAZU INSURANCE

I am lodging this complaint due to my dissatisfaction with the manner in which the apparent migration of Doves funeral policies to Zazu Insurance has been handled.

My family and I have been policyholders through Doves Funeral Services for some time. Recently, we began receiving numerous SMS notifications indicating that Doves was changing its underwriting arrangements and that our policy would now be administered by Zazu and/or Assupol.

This immediately raised concerns because when the policy was originally taken out, it was done directly through a Doves branch. At no stage were we formally contacted by Doves itself to explain the nature of this migration, the reasons for it, or the implications for policyholders. Instead, communication appeared to come primarily from Zazu.

One of my primary concerns is how my personal information, including my contact details, came into the possession of Zazu. As a policyholder, I would like clarity regarding the basis upon which my information was shared and whether the necessary consents and notifications were provided to customers.

On 05 June 2026, I contacted the Doves call centre to obtain clarity regarding the reported migration. During that conversation, the consultant I spoke with advised me that Doves was not changing underwriters. This directly contradicted the information contained in the SMS communications and created significant confusion regarding the true status of the policies.

Thereafter, I returned a call from a Zazu representative with the intention of first obtaining clarity from Doves before making any decision regarding the migration. However, my understanding is that the migration process was proceeded with despite the fact that I had not yet provided what I regarded as clear and informed consent to such migration.

Further concerns arose when I requested policy documentation. I was advised that the documents would be emailed to me within approximately five minutes. To date, I have not received the requested documents.

In addition, when enquiring about the members covered under the policy, I discovered what appeared to be discrepancies between the family members originally covered and the members reflected on the information available through Zazu. This has created uncer*****y regarding the status of cover for my family.

Another concern relates to the nature of the product itself. One of the reasons we selected Doves was because we understood it to be a funeral policy linked to funeral services and arrangements. We therefore expected that any significant changes affecting the policy would be clearly explained to policyholders in advance. The apparent lack of direct communication from Doves regarding these changes has been disappointing.

I am also concerned by information allegedly provided at branch level indicating that customers who pay manually may be treated differently from those paying by debit order in relation to the migration process. If correct, this requires clear explanation from the companies involved.

The overall experience has been compounded by inconsistent information, difficulties obtaining documentation, and interactions with representatives that were not helpful when clarification was sought.

As a result of the above concerns, I have elected to cancel all policies associated with Zazu. An email requesting cancellation was sent on 05 June 2026. I request that Zazu acknowledge receipt of that correspondence, confirm the cancellation process, and provide written confirmation once all policies have been cancelled.

I have also notified my bank accordingly.

At this stage, I do not seek any further engagement regarding migration, transfers, or alternative products. I simply require confirmation that the cancellation instructions submitted on 05 June 2026 will be implemented and finalised.

I would appreciate a formal response from both Doves and Zazu addressing:

The nature and extent of the migration process.

Why policyholders were primarily contacted by Zazu rather than directly by Doves.

The basis upon which customer information was shared.

The contradictory information provided by Doves representatives.

The apparent discrepancies regarding covered family members.

The status of my cancellation request submitted on 05 June 2026.