Refund premium and improve processes and customer service

1. Doves funeral is sending me from pillar to post about my policy premium refund. I have been speaking with different customer service reps in Cape Town and the one in Joburg with no help (Josiah, Lerato Mohlala, Londi). I cannot wait for more than two weeks for a refund. For other businesses it takes only 3 working days to process customers requests. I think Doves can do better than this.

(Josiah said i must check the following week, when I did Lerato said I must send a bank statement, I did that as well. When I called to check the status Londi told me they need to have a number of people applying for a refund before they can process mine).....

2. When you need a refund you are told you must email premiums collections, and when you want to do a follow up with premiums collections department you are told they do not have a contact telephone number.

3. Tried calling Uitenhage (Kariega) branch, the customer service there will tell you she is busy with a customer you must call again, and it was not the first time she did that.

I'm not sure now what to do. I have lots of emails back and forth to Doves and the status of my request is still on hold since i started complaining on the 5th of October 2023.

2. Besides the fact that Doves funeral will only send you a message when your policy has lapsed, other than that, they do not know you exist as a client and they have only one call centre rep (on ***) who attends to all complaints and is not of assistance at all. She does not care for the customers and their needs at all.

You can do better.

I'm just not happy with the service at all