No care for their clients in times of need

My brother passed away on Sunday 04/02/24.Doves Mashishing Lydernburg came to collect his body. On Monday 05/02/24 we went to their office for funeral arrangements and we were told all Wil be sorted we can continue with arrangements and the funeral will be on Saturday. Mind you the policy holder is my grandma, over 70yrs.

On Wednesday when we called for follow ups as we wanted to go check the coffin and finalize on things we were told her policy has lapsed 😳 as shocked as we were we asked if we can get the amount due to settle and continue with the initial arrangements. The lady Michel advised she was escalationg for further assistance (collection department).

On Friday we called again she was still waiting for feedback, we called head office and we never received direct response (if we have to pay owing months, penalties etc). To our suprise when we went to their office we found out the area manager (Rea) wanted to help us arrange for Sunday. Rea was so rude and inconsiderate seeing that there was no feedback from claims since the day they submitted the forms why didn't she pick up the phone and call? Contact us as the family and keep up updated?

We went with a different funeral palour (Everest Belfast) we thank them for their support/assistance in such short notice 🙏

Even Today as I write this review with a heavy heart Doves has not contacted us with the way forward.