CM
Charene M
1 reviews | Active since Sept 2026
03 Sept 2026, 16:43
Declined claim
I have had a policy with them for over 10years. Had no correspondence from them ever, went to the offices a few time to enquire but was told to call. My son passed away in the 11August 2026, went to claim and got to he was removed when he was 21. I asked if I shouldn't have been informed when he was removed or contacted regarding it but was just told that is how they work, even after supporting them for 10years. I am extremely disappointed and would not recommend anyone to make use of there insurance. Till date I still haven't received a notification that the claim was declined I had to call and they told me.
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Replies (3)0
Replies (3)
Lesaka Easypay's replyOfficial
04 Sept 2026, 07:23Dear Charene
Thank you for bringing your concern to our attention. This message serves as an acknowledgement that we have received your complaint.
Your complaint will be attended to within 72 hours during our operational hours (Monday to Friday, 08h00 – 18h00, excluding weekends and public holidays). At Lesaka we are committed to treating all customers fairly. Your complaint is important to us, and we will ensure it is handled promptly, transparently, and with due care.
What you can expect:
For immediate assistance, you may also contact us telephonically on ***.
Thank you for allowing us the opportunity to address your concern.
Lesaka Easypay
Complaints Department
Badumetse Dikobe
***
Thank you for bringing your concern to our attention. This message serves as an acknowledgement that we have received your complaint.
Your complaint will be attended to within 72 hours during our operational hours (Monday to Friday, 08h00 – 18h00, excluding weekends and public holidays). At Lesaka we are committed to treating all customers fairly. Your complaint is important to us, and we will ensure it is handled promptly, transparently, and with due care.
What you can expect:
- Your complaint will be investigated thoroughly and impartially. We aim to provide you with a resolution within 21 working days from the date of receipt.
- If we require more information or additional time to resolve, we will let you know and provide you with regular updates until the matter is resolved.
- Once our investigation is complete, we will provide you with a clear outcome.
For immediate assistance, you may also contact us telephonically on ***.
Thank you for allowing us the opportunity to address your concern.
Lesaka Easypay
Complaints Department
Badumetse Dikobe
***
Lesaka Easypay's reply04 Sept 2026, 07:23
Official
Dear Charene
Thank you for bringing your concern to our attention. This message serves as an acknowledgement that we have received your complaint.
Your complaint will be attended to within 72 hours during our operational hours (Monday to Friday, 08h00 – 18h00, excluding weekends and public holidays). At Lesaka we are committed to treating all customers fairly. Your complaint is important to us, and we will ensure it is handled promptly, transparently, and with due care.
What you can expect:
For immediate assistance, you may also contact us telephonically on ***.
Thank you for allowing us the opportunity to address your concern.
Lesaka Easypay
Complaints Department
Badumetse Dikobe
***
Thank you for bringing your concern to our attention. This message serves as an acknowledgement that we have received your complaint.
Your complaint will be attended to within 72 hours during our operational hours (Monday to Friday, 08h00 – 18h00, excluding weekends and public holidays). At Lesaka we are committed to treating all customers fairly. Your complaint is important to us, and we will ensure it is handled promptly, transparently, and with due care.
What you can expect:
- Your complaint will be investigated thoroughly and impartially. We aim to provide you with a resolution within 21 working days from the date of receipt.
- If we require more information or additional time to resolve, we will let you know and provide you with regular updates until the matter is resolved.
- Once our investigation is complete, we will provide you with a clear outcome.
For immediate assistance, you may also contact us telephonically on ***.
Thank you for allowing us the opportunity to address your concern.
Lesaka Easypay
Complaints Department
Badumetse Dikobe
***
Lesaka Easypay's replyOfficial
04 Sept 2026, 09:05Dear Charene
We sincerely apologise for the disappointment and distress caused by your experience, and please accept our heartfelt condolences to you and your family during this difficult time.
We have attempted to contact you to discuss your concerns but, unfortunately, have been unsuccessful. A call has been logged under CINS-1842 for further assistance.
Please be assured that your complaint will be thoroughly and fairly investigated, and we will provide you with feedback once the investigation has been concluded.
Kindly provide us with an alternative contact number and/or a suitable time for us to contact you so that we can engage with you directly and obtain any additional
information required.
Lesaka Easypay
Complaints Department
Badumetse Dikobe
***
We sincerely apologise for the disappointment and distress caused by your experience, and please accept our heartfelt condolences to you and your family during this difficult time.
We have attempted to contact you to discuss your concerns but, unfortunately, have been unsuccessful. A call has been logged under CINS-1842 for further assistance.
Please be assured that your complaint will be thoroughly and fairly investigated, and we will provide you with feedback once the investigation has been concluded.
Kindly provide us with an alternative contact number and/or a suitable time for us to contact you so that we can engage with you directly and obtain any additional
information required.
Lesaka Easypay
Complaints Department
Badumetse Dikobe
***
Lesaka Easypay's reply04 Sept 2026, 09:05
Official
Dear Charene
We sincerely apologise for the disappointment and distress caused by your experience, and please accept our heartfelt condolences to you and your family during this difficult time.
We have attempted to contact you to discuss your concerns but, unfortunately, have been unsuccessful. A call has been logged under CINS-1842 for further assistance.
Please be assured that your complaint will be thoroughly and fairly investigated, and we will provide you with feedback once the investigation has been concluded.
Kindly provide us with an alternative contact number and/or a suitable time for us to contact you so that we can engage with you directly and obtain any additional
information required.
Lesaka Easypay
Complaints Department
Badumetse Dikobe
***
We sincerely apologise for the disappointment and distress caused by your experience, and please accept our heartfelt condolences to you and your family during this difficult time.
We have attempted to contact you to discuss your concerns but, unfortunately, have been unsuccessful. A call has been logged under CINS-1842 for further assistance.
Please be assured that your complaint will be thoroughly and fairly investigated, and we will provide you with feedback once the investigation has been concluded.
Kindly provide us with an alternative contact number and/or a suitable time for us to contact you so that we can engage with you directly and obtain any additional
information required.
Lesaka Easypay
Complaints Department
Badumetse Dikobe
***
Lesaka Easypay's replyOfficial
10 Sept 2026, 08:43Dear Charene, Thank you for bringing your concerns to our attention and for allowing us the opportunity to investigate your complaint. Following our investigation, we can confirm that the claim decision remains unchanged. The claim was declined as your son had exceeded the maximum eligible age stipulated in the terms and conditions of the funeral policy cover you are under. We can confirm that the decision is aligned with the applicable policy terms and conditions. We also confirm that you were contacted and advised that the claim decision remained unchanged. During the call, we were unable to establish an alternative channel through which the formal claim decision letter could be sent, as the call was disengaged before an alternative delivery method could be confirmed. Subsequently, an SMS was sent advising you to collect the claim decision letter from our Eersterivier Mall branch. Our records confirm that the SMS was successfully delivered. We acknowledge your concerns regarding the communication and assistance received during the claims process and sincerely regret the frustration and disappointment caused, particularly during what is already a difficult time for you. If you are not satisfied with the outcome, the applicable Ombud and escalation details are provided in the claim decline letter. Thank you for giving us the opportunity to address your complaint. Kind regards,
Lesaka Easypay
Lesaka Easypay
Lesaka Easypay's reply10 Sept 2026, 08:43
Official
Dear Charene, Thank you for bringing your concerns to our attention and for allowing us the opportunity to investigate your complaint. Following our investigation, we can confirm that the claim decision remains unchanged. The claim was declined as your son had exceeded the maximum eligible age stipulated in the terms and conditions of the funeral policy cover you are under. We can confirm that the decision is aligned with the applicable policy terms and conditions. We also confirm that you were contacted and advised that the claim decision remained unchanged. During the call, we were unable to establish an alternative channel through which the formal claim decision letter could be sent, as the call was disengaged before an alternative delivery method could be confirmed. Subsequently, an SMS was sent advising you to collect the claim decision letter from our Eersterivier Mall branch. Our records confirm that the SMS was successfully delivered. We acknowledge your concerns regarding the communication and assistance received during the claims process and sincerely regret the frustration and disappointment caused, particularly during what is already a difficult time for you. If you are not satisfied with the outcome, the applicable Ombud and escalation details are provided in the claim decline letter. Thank you for giving us the opportunity to address your complaint. Kind regards,
Lesaka Easypay
Lesaka Easypay